The use of Mixed Reality to enhance Facility Management effectiveness, focusing on the maintenance operations

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MASTER FINAL THESIS
The use o Mixed Reali y o
enhance Facili y Managemen
e ec i eness, ocusing on
main enance ope a ions
Au ho :
Nicola Pendezini
Di ec o / Co-di ec o :
F ancesc T isan Segui / Robe o Sala
Examina ion session:
Au umn, 2024/2025
Documen :
Repo
Deg ee:
Mas e ’s Deg ee in Technology and
Enginee ing Managemen
The use o Mixed Reali y o enhance Facili y
Managemen e ec i eness, ocusing on
main enance ope a ions
ii
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Abs ac
Mixed Reali y usage is g owing as and i ’s sp eading ac oss many ields.
The echnology, which is a combina ion o Augmen ed Reali y and Vi ual Reali y, is u ilised
by he use s h ough iso s o in e ac wi h use ul ools a ound hem.
In pa icula , i can be applied o Facili y Managemen ope a ions, o e ing inno a i e
solu ions o in e ac i e main enance p ocedu es, emo e assis ance, online echnical
inspec ions, oubleshoo ing and imme si e aining p og ams, among o he s.
The hesis aims o ind aluable analysis on he sa ings consequen o he usage o MR
de ices o FM ope a ions, alida ing he use cases sha ed by CBRE G oup and i s accoun
DEUTSCHE Bank.
The la e a e analysed and compa ed wi h he a icles om he li e a u e, in o de o go
back o he company and gi e ela i e insigh s and ecommenda ions on he da a hey a e
e ie ing, di e en ly om wha any p e ious s udies ha e done. This is possible by
pe o ming a deep analysis o he use cases a ailable om ea lie esea ch, which
ep esen s he i s s ep o he s udy.
The s udy iden i ies he key sa ing pa ame e s o e alua e how much MR echnologies
enhance e ec i eness and educe he ime and cos o FM ope a ions.
In pa icula , main enance ope a ions a e s essed.
The hesis includes bo h he bene i s o using such a echnology, ema king on he ones
ha he company is no conside ing, and he d awbacks, in pa icula compa ing o
al e na i e solu ions.
Thanks o he close collabo a ion wi h he CBRE Global XRS eam, h ough mee ings,
su eys and in e iews, also quali a i e da a a e collec ed o show new e idence o he
use ulness o such esou ces. In his pa , he ocus is on he inno a i e Indus y 5.0 whe e
he people's well-being is a he cen e o he company.
A s ep o wa d is ca ied ou also aking in o accoun he in eg a ion o IA in he MR de ices,
which is he nex u u e s ep o his kind o de ice, o show how MR usage could become
e en mo e p o i able.
Finally, he esul s o he s udy a e sha ed wi h he communi y, by p epa ing a icles o
IFMA España and Associació Ca alana de Facili y Managemen , o hen p esen he esul s
in Mad id and Ba celona.
The use o Mixed Reali y o enhance Facili y
Managemen e ec i eness, ocusing on
main enance ope a ions
i
Resumen
El uso de la Realidad Mix a es á c eciendo ápidamen e y se es á ex endiendo a muchos
campos.
Los usua ios u ilizan la ecnología, que es una combinación de Realidad Aumen ada y
Realidad Vi ual, a a és de iso es pa a in e ac ua con he amien as ú iles a su al ededo .
En pa icula , se puede aplica a las ope aciones de Facili y Managemen , o eciendo
soluciones inno ado as pa a p ocedimien os de man enimien o in e ac i os, asis encia
emo a, inspecciones écnicas online, esolución de p oblemas y p og amas de
capaci ación inme si a, en e o os.
La esis iene como obje i o encon a análisis aliosos sob e los aho os esul an es del
uso de disposi i os de MR pa a ope aciones de FM, alidando los casos de uso
compa idos po CBRE G oup y su accoun DEUTSCHE Bank.
Es os úl imos se analizan y compa an con los a ículos de la li e a u a, pa a ol e a la
emp esa y b inda in o mación y ecomendaciones ela i as sob e los da os que es án
ecupe ando, de mane a di e en e a lo que han hecho es udios an e io es. Es o es posible
ealizando un análisis p o undo de los casos de uso disponibles en in es igaciones
an e io es, que ep esen a el p ime paso del es udio.
El es udio iden i ica los pa áme os cla e de aho o pa a e alua en qué medida las
ecnologías de RM mejo an la e icacia y educen el iempo y el cos e de las ope aciones
de FM. En pa icula , se en a izan las ope aciones de man enimien o.
La esis incluye an o las en ajas de u iliza dicha ecnología, des acando aquellas que la
emp esa no es á conside ando, como los incon enien es, en pa icula en compa ación con
soluciones al e na i as.
G acias a la es echa colabo ación con el equipo de CBRE Global XRS, a a és de
euniones, encues as y en e is as, ambién se ecopilan da os cuali a i os pa a mos a
nue as e idencias de la u ilidad de dichos ecu sos. En es a pa e, la a ención se cen a
en la inno ado a Indus ia 5.0 donde el bienes a de las pe sonas es á en el cen o de la
emp esa.
Se es á dando un paso adelan e eniendo en cuen a ambién la in eg ación de la IA en los
disposi i os de RM, que es el p óximo paso u u o pa a es e ipo de disposi i os, pa a
mos a cómo el uso de la RM pod ía ol e se aún más en able.
Finalmen e, los esul ados del es udio se compa en con la comunidad, median e la
elabo ación de a ículos pa a IFMA España y la Associació Ca alana de Facili y
Managemen , pa a luego p esen a los esul ados en Mad id y Ba celona.
Acknowledgemen s
I wan o exp ess my g a i ude o all hose who ha e suppo ed me du ing my Mas e ’s
Deg ee pa h.
I canno s a o he han hanking my hesis di ec o in Te assa, P o esso F ancesc T isan
Segui, who I had he pleasu e o mee du ing he i s semes e a UPC and has immedia ely
ansmi ed his eachings, de o ion and expe ise on Facili y Managemen , a spi i ha has
con inced me o wo k wi h you. Thank you o always being a ailable and encou aging,
e en du ing he di icul ies we ha e encoun e ed. I was a pleasu e o lea n om you.
Thanks o CBRE, DEUTSCHE Bank and all hei membe s who eely decided o help me
e en when I was unceasing in demanding answe s o my doub s.
I would also like o hank D . Robe o Sala, my hesis di ec o in I aly, whose academic
expe ise and suppo we e e y help ul in he comple ion o he s udy. Thank you o he
quick eplies and he sugges ions ha mo i a ed me o each highe s anda ds o academic
excellence.
A hea el hanks o my amily, whose suppo has been undamen al, especially in he mos
s ess ul pe iods. Thanks in pa icula o my mo he , who has always suppo ed me in my
uni e si y s udies, especially inancially, and pushed me o go o expe iences ab oad ha
ha e opened many possibili ies and helped me o ma u e. I am su e ha I ha e epaid all
he sac i ices you made and I p omise ha I will con inue o do so.

The use o Mixed Reali y o enhance Facili y
Managemen e ec i eness, ocusing on
main enance ope a ions
i
Table o con en s
ABSTRACT .................................................................................................................................................. III
RESUMEN................................................................................................................................................... IV
ACKNOWLEDGEMENTS ............................................................................................................................... V
TABLE OF CONTENTS .................................................................................................................................. VI
LIST OF TABLES ......................................................................................................................................... VIII
LIST OF FIGURES ....................................................................................................................................... VIII
LIST OF ABBREVIATIONS / GLOSSARY ......................................................................................................... IX
1 INTRODUCTION .................................................................................................................................. 1
1.1 PROJECT DESCRIPTION AND OBJECTIVES ................................................................................................. 1
1.2 SCOPE .......................................................................................................................................... 1
1.2.1 Deli e ables ........................................................................................................................ 2
1.2.2 Miles ones .......................................................................................................................... 2
1.2.3 Inclusions and Exclusions .................................................................................................... 3
1.2.4 Cons ain s ......................................................................................................................... 3
1.2.5 Assump ions ....................................................................................................................... 4
1.2.6 S akeholde s ....................................................................................................................... 4
1.2.7 Success C i e ia ................................................................................................................... 4
1.3 REQUIREMENTS .............................................................................................................................. 4
1.4 RATIONALE – JUSTIFICATION OF THE NEED FOR THIS PROJECT ....................................................................... 5
2 BACKGROUND AND REVIEW OF THE STATE-OF-THE-ART ..................................................................... 6
2.1 VIRTUAL, AUGMENTED AND MIXED REALITY........................................................................................... 6
2.2 THE DEVICES ON THE MARKET ............................................................................................................. 8
2.3 THE CHOICE OF THE BEST DEVICE ........................................................................................................ 11
2.3.1 Mic oso HoloLens 2 cha ac e is ics ................................................................................. 16
2.4 THE INTEGRATION OF AI ON MR DEVICES ............................................................................................ 19
2.5 FACILITIES MANAGEMENT................................................................................................................ 22
2.6 MAINTENANCE OPERATIONS IN FACILITY MANAGEMENT ......................................................................... 23
2.7 WELL-BEING OF PEOPLE – MR SUPPORTS THE TRANSITION TO INDUSTRY 5.0 ................................................ 26
3 METHODOLOGY ................................................................................................................................ 30
3.1 EXPLANATION OF THE METHODOLOGY ................................................................................................. 30
3.2 REVIEW OF THE STATE-OF-ART PROCESS ............................................................................................... 31
3.3 METHODOLOGIES ADOPTED ............................................................................................................. 32
4 CONSIDERATION AND DECISION REGARDING ALTERNATIVE SOLUTIONS .......................................... 35
5 MICROSOFT HOLOLENS 2 USE CASES ................................................................................................ 37
5.1 USE CASE 1: ANALYSIS OF THE SAVINGS OF EIGHT MANUFACTURING COMPANIES WITH EXPERIENCE USING MICROSOFT
HOLOLENS 2............................................................................................................................................. 43
5.2 USE CASE 2: SANOFI REDUCES THE TRAINING TIME FOR NEW OPERATORS FROM EIGHT TO SIX WEEKS ................... 45
5.3 USE CASE 3: REMOTE-ASSISTANCE MAINTENANCE - A COMPARISON OF THE BENEFITS AND DRAWBACKS OF THE
HOLOLENS COMPARED TO TRADITIONAL TOOLS .................................................................................................. 46
5.4 USE CASE 4: BENEFITS MEASURED THROUGH INTERVIEWS ON 30 DIFFERENT INDIVIDUALS USING THE ARSGS. ....... 49
5.5 CBRE USE CASES ........................................................................................................................... 51
5.5.1 CBRE G oup, Inc. and DEUTSCHE Bank .............................................................................. 51
5.5.2 CBRE use cases - T aining .................................................................................................. 52
5.5.3 CBRE use cases - Remo e Assis - Main enance .................................................................. 53
5.5.4 CBRE use cases - Remo e Assis – Ins alla ions ................................................................... 56
5.5.5 CBRE use cases - Inspec ions ............................................................................................. 59
5.5.6 CBRE use cases - Final analysis .......................................................................................... 64
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6 USERS’ FEELINGS ON MIXED REALITY, TOWARDS INDUSTRY 5.0 ....................................................... 66
6.1 INTERVIEW WITH A MICROSOFT HOLOLENS TECHNICAL LEADER USER: JOSÉ MANUEL BARRAGAN OF CBRE –
DEUTSCHE BANK ..................................................................................................................................... 68
6.2 SURVEY ON USERS’ FEELINGS: CBRE TECHNICIANS REPORT THEIR THOUGHTS ON MICROSOFT HOLOLENS USAGE .... 71
7 BENEFITS AND DRAWBACKS OF MIXED REALITY ............................................................................... 81
7.1 RESUME OF THE BENEFITS OF MIXED REALITY AND MICROSOFT HOLOLENS ON FACILITY MANAGEMENT .............. 81
7.2 RESUME OF THE DRAWBACKS OF MIXED REALITY AND MICROSOFT HOLOLENS ON FACILITY MANAGEMENT .......... 82
8 BUDGET SUMMARY .......................................................................................................................... 84
9 ANALYSIS AND ASSESSMENT OF ENVIRONMENTAL AND SOCIAL IMPLICATIONS ............................... 86
CONCLUSIONS ........................................................................................................................................... 89
APPENDIX ................................................................................................................................................. 91
A.1 ARTICLE AND PRESENTATION FOR IFMA ESPAÑA .......................................................................................... 91
A.2 ARTICLE AND PRESENTATION FOR ACFM (ASSOCIACIÓ CATALANA DE FACILITY MANAGEMENT) ................................ 95
A.3 INTERVIEW WITH A CBRE TECHNICIAN USING MICROSOFT HOLOLENS ............................................................... 97
REFERENCES ............................................................................................................................................ 100
The use o Mixed Reali y o enhance Facili y
Managemen e ec i eness, ocusing on
main enance ope a ions
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Lis o ables
TABLE 1: COMPARISON BETWEEN VR, AR AND MR (AGAPE ET AL., 2024). ................................................................... 7
TABLE 2: VR DEVICES THAT MIGHT BE USEFUL FOR FM PURPOSES (AUTHOR'S OWN WORK FROM WEBSITES INFO). .................. 10
TABLE 3: AR DEVICES THAT MIGHT BE USEFUL FOR FM PURPOSES (AUTHOR'S OWN WORK FROM WEBSITES INFO). .................. 10
TABLE 4: MR DEVICES THAT MIGHT BE USEFUL FOR FM PURPOSES (AUTHOR'S OWN WORK FROM WEBSITES INFO). ................. 10
TABLE 5: COMPARISON OF THE CHARACTERISTICS OF MR DEVICES (AUTHOR'S OWN WORK FROM WEBSITES INFO). ................. 13
TABLE 6: COMPARISON OF MICROSOFT HOLOLENS 2 AND MAGIC LEAP TWO STRENGHTS (AUTHOR'S OWN WORK). ................ 15
TABLE 7: COMBINATION OF SEARCH TERMS (AUTHOR’S OWN WORK). .......................................................................... 31
TABLE 8: CATEGORIES OF HOLOLENS 2 APPLICATIONS (WIJESOORIYA ET AL., 2023). ....................................................... 39
TABLE 9: RESUME OF THE QUANTITATIVE BENEFITS IN THREE-YEAR TIME (ROGER NAUTH ET AL., 2023)................................ 45
TABLE 10: QUESTIONNAIRE ON THE COMPARISON HOLOLENS 2 – SMARTPHONE (VORRABER ET AL., 2020). ......................... 47
TABLE 11: BENEFITS OF MR FOR TRAINING. A COMPARISON BETWEEN CBRE AND THE LITERATURE (AUTHOR’S OWN WORK). .... 53
TABLE 12: QUANTITATIVE SAVINGS OF THE BOILER ROOM REPAIR CASE (CBRE - CONFIDENTIAL). ......................................... 54
TABLE 13: QUANTITATIVE SAVINGS OF THE REMOTE REPAIR OF A MATRICAL TRACK SPRAYER CASE (CBRE - CONFIDENTIAL). ........ 55
TABLE 14: QUANTITATIVE SAVINGS OF THE GENSET CRITICAL OPERATION CASE (CBRE - CONFIDENTIAL). ............................... 56
TABLE 15: QUANTITATIVE SAVINGS OF THE SUPERVISION OF INSTALLATION OF CLIMATE CONTROL MACHINE CASE (CBRE -
CONFIDENTIAL). ..................................................................................................................................... 57
TABLE 16: BENEFITS OF MR FOR REMOTE ASSIST – MAINTENANCE AND INSTALLATIONS. A COMPARISON BETWEEN CBRE AND THE
LITERATURE (AUTHOR’S OWN WORK). ......................................................................................................... 58
TABLE 17: QUANTITATIVE SAVINGS OF THE PLANT ROOM INSPECTION CASE (CBRE - CONFIDENTIAL). ................................... 59
TABLE 18: QUANTITATIVE SAVINGS OF THE SITE VISIT FOR PWG MEETING CASE (CBRE - CONFIDENTIAL). ............................. 60
TABLE 19: QUANTITATIVE SAVINGS OF THE IT ROOM RISK ASSESSMENT CASE (CBRE - CONFIDENTIAL). ................................. 61
TABLE 20: QUANTITATIVE SAVINGS OF THE ROOFTOP AUDIT CASE (CBRE - CONFIDENTIAL). ............................................... 62
TABLE 21: BENEFITS OF MR FOR INSPECTIONS. A COMPARISON BETWEEN CBRE AND THE LITERATURE (AUTHOR’S OWN WORK). 63
TABLE 22: QUANTITATIVE AND QUALITATIVE BENEFITS OF MIXED REALITY AND MICROSOFT HOLOLENS (AUTHOR’S OWN WORK).
......................................................................................................................................................... 81
TABLE 23: DRAWBACKS OF MICROSOFT HOLOLENS ON FACILITY MANAGEMENT (AUTHOR’S OWN WORK). ........................... 82
Lis o igu es
FIGURE 1: EXPECTED MILESTONES OF THE PROJECT - JUNE 2024 (AUTHOR'S OWN WORK). .................................................. 2
FIGURE 2: ACTUAL MILESTONES OF THE PROJECT - DECEMBER 2024 (AUTHOR'S OWN WORK). ............................................. 3
FIGURE 3: THE SWORD OF DAMOCLES WAS THE NICKNAME OF THE WORLD’S FIRST HMD (EVANS & SUTHERLAND – HISTORY,
2024). ................................................................................................................................................. 7
FIGURE 4: APPLE VISION PRO (APPLE VISION PRO WEBSITE, 2024). .......................................................................... 14
FIGURE 5: MICROSOFT HOLOLENS 2 (MICROSOFT WEBSITE - HOLOLENS SOLUTIONS, 2019). .......................................... 15
FIGURE 6: MAGIC LEAP TWO (MAGIC LEAP WEBSITE, 2024)................................................................................... 15
FIGURE 7: MICROSOFT HOLOLENS (MICROSOFT WEBSITE - HOLOLENS SOLUTIONS, 2016). ............................................. 16
FIGURE 8: THE ELEVEN CORE COMPETENCIES OF FACILITY MANAGEMENT (IFMA, 2022). ................................................ 22
FIGURE 9: MAINTENANCE TYPES CATEGORIZATION (SARJITO, 2020). .......................................................................... 24
FIGURE 10: CORE VALUES OF INDUSTRY 5.0 (XU ET AL., 2021). ................................................................................ 27
FIGURE 11: THE TRIPLE BOTTOM LINE (DEBNATH, 2023). ....................................................................................... 28
FIGURE 12: QUESTIONNAIRE ON THE FIELDS THE ARSGS ARE USED FOR (AUTHOR’S OWN WORK). ....................................... 40
FIGURE 13: QUESTIONNAIRE ON THE PRIMARY TASKS THE ARSG ARE USED FOR (AUTHOR’S OWN WORK). ............................. 40
FIGURE 14: THE GREATEST BENEFITS OBSERVED BY THE PARTICIPANTS THAT REPORTED AN IMPROVED PRODUCTIVITY AND EFFICIENCY
(AUTHOR’S OWN WORK FROM CBRE CONFIDENTIAL RESOURCE). ....................................................................... 49
FIGURE 15: QUESTIONNAIRE ON THE COST SAVING OR REDUCTION IN ERRORS (AUTHOR’S OWN WORK FROM CBRE CONFIDENTIAL
RESOURCE). .......................................................................................................................................... 50
FIGURE 16: ANSWERS TO QUESTION 1 OF THE SURVEY (AUTHOR’S OWN WORK). ............................................................ 71
FIGURE 17: ANSWERS TO QUESTION 2 OF THE SURVEY (AUTHOR’S OWN WORK). ............................................................ 72
FIGURE 18: ANSWERS TO QUESTION 3 OF THE SURVEY (AUTHOR’S OWN WORK). ............................................................ 73
FIGURE 19: ANSWERS TO QUESTION 4 OF THE SURVEY (AUTHOR’S OWN WORK). ............................................................ 74
FIGURE 20: ANSWERS TO QUESTION 5 OF THE SURVEY (AUTHOR’S OWN WORK). ............................................................ 75
FIGURE 21: ANSWERS TO QUESTION 6 OF THE SURVEY (AUTHOR’S OWN WORK). ............................................................ 76
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FIGURE 22: ANSWERS TO QUESTION 7 OF THE SURVEY (AUTHOR’S OWN WORK). ............................................................ 77
FIGURE 23: ANSWERS TO QUESTION 8 OF THE SURVEY (AUTHOR’S OWN WORK). ............................................................ 78
FIGURE 24: ANSWERS TO QUESTION 9 OF THE SURVEY (AUTHOR’S OWN WORK). ............................................................ 79
Lis o abb e ia ions / Glossa y
AI A i icial In elligence
AR Augmen ed Reali y
ARSG Augmen ed Reali y Sma Glasses
ARSGS Augmen ed Reali y Sma Glasses Sys em
BIM Building In o ma ion Modeling
BMW Baye ische Mo o en We ke
CAVE Ca e Au oma ic Vi ual En i onmen
CBRE Coldwell Banke Richa d Ellis
CEN Eu opean Commi ee o S anda diza ion
CMMS Compu e ized Main enance Managemen Sys em
CO2 Ca bon Dioxide
COVID Co ona i us Disease
CPU Cen al P ocessing Uni
DE&I Di e si y, Equi y, and Inclusion
DRAM Dynamic Random Access Memo y
EAM En e p ise Asse Managemen
FM Facili y Managemen
FMM Facili y Main enance Managemen
FOV Field o View
GDPR Gene al Da a P o ec ion Regula ion
GWS Global Wo kplace Solu ions
HMD Head-Moun ed Display
HVAC Hea ing, Ven ila ion, and Ai Condi ioning
IE Indus ial Edi ion
IFM In eg a ed Facili y Managemen
IFMA In e na ional Facili y Managemen Associa ion
IoT In e ne o Things
IPD In e pupilla y Dis ance
IVAS In eg a ed Visual Augmen a ion Sys em
MAIA Mixed-Reali y A i icial In elligence Assis an
MP Megapixels
MTBF Mean Time Be ween Failu es
MTTR Mean Time o Repai
MWC Mobile Wo ld Cong ess
The use o Mixed Reali y o enhance Facili y
Managemen e ec i eness, ocusing on
main enance ope a ions
6
2 Backg ound and e iew o he s a e-o - he-a
This chap e p o ides a comp ehensi e o e iew o he cu en knowledge, esea ch and
de elopmen s ela ed o he ield o s udy. The aim is o p esen he con ex a e he e ision
o he ele an li e a u e, and o explo e he challenges ha he hesis wan s o add ess.
S a ing om he iden i ica ion o he bes o he Ex ended Reali ies, he ocus will mo e o
he de ices a ailable on he ma ke , o hen iden i y he mos app op ia e o he s udy,
Mic oso HoloLens. Finally, a e iew o Facili y Managemen , especially o main enance
p ocesses, and o he ansi ion o Indus y 5.0 is necessa y as a heo e ical in oduc ion o
he explana ions o he nex chap e s.
2.1 Vi ual, Augmen ed and Mixed Reali y
The ecen inno a ions in he ield o compu e science ha e b ough a big imp o emen o
Vi ual Reali y (VR), Augmen ed Reali y (AR) and Mixed Reali y (MR) echnologies.
To include he h ee di e en echnologies, a b oade e m has been in oduced, called XR
which s ands o Ex ended Reali y. XR includes all he eal and i ual en i onmen s
combined whe e humans and compu e -gene a ed images in e ac .
The di e ences be ween VR, AR and MR a e sligh , bu e y impo an o be explained.
Vi ual Reali y is “an imme si e, comple ely a i icial compu e -simula ed image and
en i onmen wi h eal- ime in e ac ion” (Sim e al., 2016).
VR allows use s o eel p esen and in e ac in a i ual wo ld. The en i onmen is c ea ed
wi h he help o compu e echnology and in ol es he use o VR headse s o c ea e an
a i icial and imme si e i ual en i onmen a ound he use , comple ely excluding he eal
wo ld (Agape e al., 2024).
Fu he mo e, VR has he cha ac e is ic o ec ea ing en i onmen s o ci cums ances ha
may be impossible o ha e in he eal wo ld (Nguyen and Dang, 2017).
The ields o applicabili y a e many, om ideo games, aining simula o s in di e en
en i onmen s, lea ning expe iences (medical, a ia ion, mili a y, bu also o p ac ice a no mal
job) and en e ainmen applica ions (Agape e al., 2024).
Augmen ed Reali y is “ he concep o digi ally supe imposing i ual objec s on physical
objec s in eal space so ha indi iduals can in e ac wi h bo h a he same ime” (Azuma,
1997). Compu e -gene a ed images a e o e laid on no mal eal-wo ld images and hen
displayed ypically on able s, compu e s, p ojec o s o special glasses (Teppe e al., 2017).
We ind his echnology in applica ions o loca ion and objec ecogni ion on mobile de ices,
in games, bu also in assis ance in medical o enginee ing ields (Xiong e al., 2021).
Wi h he e olu ion o he echnology in he ecen yea s, expe s ag ee ha e e y
o ganiza ion needs an augmen ed eali y s a egy (Po e and Heppelmann, 2017).

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Mixed Reali y is a combina ion o he wo, c ea ed by mixing he physical wo ld wi h he
digi al one. In he ecen yea s, i is he echnology ha has a ac ed mo e a en ion om
he companies and he public, hanks o i s ewe limi a ions; in ac , opposed o VR, i allows
o ha e he ep esen a ion o he eal wo ld a ound he use , and, as well as AR, i allows o
in e ac wi h o e laid 3D images (Mo imo o e al., 2022).
The e a e plen y o cases whe e MR is used wi h success: in e ac ion be ween he
en i onmen s o esea ch, obse a ion, su eillance, execu ion and in o ma ion; helping he
decision-making o he su ace eam and hei command o he eam in he wo king
en i onmen ; design applica ions and enginee ing o es p o o ypes in simula ed and eal
en i onmen s; conduc ing ainings and simula ions in ol ing he in eg a ion o i ual and
eal en i onmen s (Gyawali, 2023).
Table 1 esumes he main di e ences be ween he h ee Ex ended Reali ies.
Table 1: Compa ison be ween VR, AR and MR (Agape e al., 2024).
Fac o
Vi ual Reali y
Augmen ed Reali y
Mixed Reali y
In e ac ion
Comple ely i ual, no
ela ed o he eal wo ld
O e laid o i ual
elemen s on he eal
wo ld
Simul aneous in e ac ion
wi h i ual and eal
elemen s
P esence
In ense sense o
p esence in a ully i ual
en i onmen
In e ace be ween
physical and i ual wo ld
Concu en expe ience o
eal and i ual
en i onmen s
Use
Simula ion, imme si e
games, specialized
aining
Mobile applica ion,
aining, suppo in
a ious ields
In e ac i e aining,
design and enginee ing
Le ’s ha e a b ie look a he his o y o MR.
The ounda ions o Mixed Reali y can be ound back o I an
Su he land, who in 1968 concep ualized “The Ul ima e
Display,” a simula ion ha could eplica e eali y.
Su he land hen de eloped he i s head-moun ed display
(HMD), showed in Figu e 3. This de ice, qui e udimen a y,
displayed simple wi e ame ooms ha use s could in e ac
wi h and is conside ed a p ecu so o VR and AR
echnologies (E ans & Su he land - His o y, 2024;
Su he land, 1968).
Figu e 3: The Swo d o Damocles was he nickname o he wo ld’s i s HMD (E ans & Su he land –
His o y, 2024).
The use o Mixed Reali y o enhance Facili y
Managemen e ec i eness, ocusing on
main enance ope a ions
8
O he impo an s eps ha e been ca ied ou by S e e Mann’s wo k on media ed eali y in
he 1970s. Mann’s esea ch ocused on augmen ing human pe cep ion h ough digi al
o e lays in he eal wo ld (Mann, 1999).
Du ing his decade and he ollowing one, many signs o p og ess we e made o imp o e
he in eg a ion o human and compu e (HCI) wi h simula ion echnologies. The al eady
exis ing ligh simula o s, as well as o he aining ools, began o in eg a e he i s
p o o ypes o AR by o e laying in o ma ion on eal-wo ld iews.
S a ing om his idea, Paul Milg am and Fumio Kishino in oduced he Reali y-Vi uali y
con inuum in 1994. This con inuum de ined he spec um be ween he eal en i onmen and
he ully i ual en i onmen and placed he new wo d “Mixed Reali y” be ween AR and VR
(Milg am e al., 1994).
In he same 1990s, Thomas Caudell and Da id Mizell (wo king o Boeing) de eloped he
i s op ical see- h ough HMD (Caudell and Mizell, 1992).
Coming o he new millennium, also he mili a y o ces began using MR echnologies, mainly
o aining and o gene al simula ion pu poses. An example is he helme used by he pilo s
o he amous igh e je F-35, which was in eg a ed wi h he displaying o c i ical ligh da a
alongside he pilo 's iew o he eal wo ld, imp o ing he awa eness o he haza ds and he
si ua ion a ound hem du ing he ligh .
The de ices s a ed o be used also in he indus ies, e en wi h hei limi a ions. Companies
in au omo i e manu ac u ing s a ed o use MR o he design o he pa s o he ehicles.
F om he 2010s he de elopmen o he de ices has expe ienced a apid g ow h. This was
due o he elease o Google Glass in 2012, which b ough a lo o in e es in he ech sec o ,
e en i i didn’ achie e he expec ed esul s in he ma ke (Mon agna, 2023).
The success was ob ained by Mic oso ha , in 2015, eleased Mic oso HoloLens, an MR
de ice ha allowed use s o see and in e ac wi h holog ams in he eal wo ld, making a
signi ican s ep o wa d ega ding he inno a ion o he p oduc (Ca e , 2024).
Since hen, a lo o p oduc s ha e been a ailable on he ma ke , each o hem wi h di e en
uses and cha ac e is ics. In he nex pa ag aph we a e going o analyze hem in de ail.
2.2 The de ices on he ma ke
In gene al, he e a e many de ices ha can be used o VR/AR/MR pu poses. They a e
ca ego ized based on hei ype (Gleb and Oleksand a, 2020; Ya su a, 2023).
9
Head-Moun ed Displays (HMD): wea able de ices ha place a display in on o he use 's
eyes, c ea ing an imme si e isual expe ience. E.g., Mic oso HoloLens.
Heads-Up Displays (HUD): he in o ma ion is p ojec ed on a anspa en sc een in he use 's
ield o iew, commonly used in a ia ion and au omo i e.
Sma Glasses: wea able glasses ha can o e lay in o ma ion on he eal wo ld, o en used
o AR applica ions.
Ca e Au oma ic Vi ual En i onmen (CAVE): ins alla ions o he size o a oom wi h mul iple
p ojec ion sc eens ha su ound he use , p o iding an imme si e VR expe ience wi hou
he need o wea able displays.
P ojec ion-Based AR Sys ems o Spa ial AR De ices: p ojec o s o o e lay digi al images
on physical su aces in he su ounding en i onmen . They a e usually adop ed o
in e ac i e exhibi s.
Handheld De ices: de ices like sma phones and able s ha use hei came as and
sc eens o c ea e AR expe iences by o e laying digi al con en in he eal wo ld he use s
ame.
Glo e Con olle s and Hap ic De ices: p o ide ac ile eedback and ack he mo emen s o
he hands o ge an imme si e expe ience.
In pa icula , he e a e a ious de ices launched by di e en ech companies, including well-
known ones. Each de ice usually deals wi h one o he h ee ex ended eali ies, bu hey
migh also co e mo e han one.
Fo he pu pose o ou s udy, we’ll ocus on hose de ices ha a e mos popula on he
ma ke .
In he ables below, we lis he de ices, by di iding hem based on hei “ ype o eali y”
usage, i.e. VR, AR and MR.
No e o he eading o Table 2-4: p ices a e epo ed om he 2024 US ma ke and a e p e-
ax, meaning ha hey do no include any applicable axes. Taxes will be added a he poin
o sale. P ices a e aken om he manu ac u e s’ websi es. Some de ices a e sold wi h
di e en op ions on he in e nal memo y capaci y; in his case, i was aken he lowes p ice
a ailable.
The use o Mixed Reali y o enhance Facili y
Managemen e ec i eness, ocusing on
main enance ope a ions
10
Table 2: VR de ices ha migh be use ul o FM pu poses (au ho 's own wo k om websi es in o).
De ice name
Company
Release da e
P ice (2024)
Me a Ques 3
(i ollows Oculus Ques 2)
Me a
Oc obe 2023
$499 p e- ax
Pimax C ys al Ligh
Pimax
May 2024
$699 p e- ax
Pico 4
Pico
Oc obe 2022
$430 p e- ax
Table 3: AR de ices ha migh be use ul o FM pu poses (au ho 's own wo k om websi es in o).
De ice name
Company
Release da e
P ice
Google Glass En e p ise
Edi ion 2
Google
May 2019
$999 p e- ax
Mic oso HoloLens 2
Mic oso
No embe 2019
$3500 p e- ax
X eal Ai 2 Ul a
X eal
July 2024
$699 p e- ax
Vuzix M4000
Vuzix
No embe 2020
$2500 p e- ax
X eal AIR 2 Ul a
X eal
Janua y 2024
$699 p e- ax
Table 4: MR de ices ha migh be use ul o FM pu poses (au ho 's own wo k om websi es in o).
De ice name
Company
Release da e
P ice
Mic oso HoloLens 2
Mic oso
No embe 2019
$3500 p e- ax
Magic Leap Two
Magic Leap
Sep embe 2022
$3299 p e- ax
Apple Vision P o
Apple
Feb ua y 2024
$3499 p e- ax
I is impossible no o men ion he la es news om Me a. In Oc obe 2024, Ma k Zucke be g,
he p esiden o he company, announced and showed o he wo ld he new p o o ype o
mos inno a i e Augmen ed Reali y glasses which migh be launched o he ma ke in he
u u e. In hei p o o ype, he glasses include all he bes ea u es o he o he de ice in a
e y simple pai o glasses, e y simila o he no mal one ha people wea e e y day.
I s limi a ion is he cos o p oduce i , which is es ima ed o be a ound $10,000 and he e o e
ou o he ma ke (Me a, 2024).
11
2.3 The choice o he bes de ice
Ou objec i e is o selec he de ice ha bes in eg a es wi h Facili y Managemen
ope a ions. To choose i , di e en c i e ia ha e o be conside ed: ease o use, ield o iew,
p ocessing powe , connec i i y, audio and ideo quali y, compa ibili y wi h o he sys ems,
ba e y du abili y, weigh , e c… (Adamska, 2023). Ob iously, he e alua ion a ies based
on he di e en implemen a ion each o ganisa ion would do.
Be o e selec ing he de ice ha would bes i o he a ious ypes o FM ope a ions, we
s a by deciding be ween he h ee ex ended eali ies. The choice goes de ini ely on Mixed
Reali y; his echnology gi es a mo e comple e comp ehension o he en i onmen
compa ed o VR and AR, by combining he digi al wo ld wi h he eal one. VR is excluded
because he use is alone in a i ual wo ld and he e won’ be he possibili y o emo e
assis ance. AR, ins ead, does no allow a comple e in e ac ion wi h he “ i ual objec s”
a ound he use , some hing ha gi es o MR a huge ad an age (Agos inelli and Nas asi,
2023).
Once Mixed Reali y is ound as he bes solu ion o FM ope a ions, he nex s ep is o
iden i y he mos app op ia e de ice. To do so, we desc ibe he mos impo an
cha ac e is ics ha a de ice should ha e, analysing he c i e ia we men ioned be o e.
S a ing om e alua ing he ease o use, i is impo an o speci y he di e ence be ween
e he ed and un e he ed de ices.
The de ices di e en ia e based on a cha ac e is ic ha is eally impo an o hei usage.
In ac , some o hem, equi e he connec ion o a compu e o a phone in o de o wo k,
while many o he s a e comple ely independen (s andalone o un e he ed) (B own, 2024).
Connec ed ( e he ed) headse s usually ha e g aphics o highe quali y and a wide ield o
iew bu hey a e less mobile because hey need a cable connec ion o he ope a ing
pla o m (Sphe eGen, 2023).
On he con a y, s andalone headse s don' need any connec ion since hey ely on an
in e nal CPU and a ious senso s o p o ide he Mixed Reali y expe ience. As said, hese
headse s a e mo e mobile and con enien o use, howe e , hey usually ha e g aphics o
lowe quali y and a na owe ield o iew, being less powe ul han a compu e (Bailey e
al., 2022).
Fo FM pu poses, so o conside a headse o a wo k en i onmen , s andalone headse s
a e a g ea ad an age because hey allow use s o wo k hands- ee while expe iencing a

The use o Mixed Reali y o enhance Facili y
Managemen e ec i eness, ocusing on
main enance ope a ions
12
isual display. The only a igue can be ep esen ed by he weigh o he de ice (Sphe eGen,
2023), ha is ob iously highe o un e he ed de ices.
Ano he e y impo an c i e ia is he ield o iew.
The FOV (Field O View) is basically he angle o iew ha he use can see wi h he de ice
wo n h ough he lenses (in Table 5: ‘hz’ means ho izon al iew, ‘ ’ e ical iew, ‘dg’
diagonal iew). Keep in mind ha his alue does no mean ha he use is blind ou side
he lenses sc een.
This cha ac e is ic is e y impo an o he choice o a de ice. A highe ield o iew is no
only be e o na iga ion (i.e., when walking) and imme sion, bu i also allows o a oid
u ning he head in cons ained condi ions, and jus mo e he eyes o look whe e needed
(Ren e al., 2016).
A wide iew possibili y (i.e., hz, and dg) imp o es especially he awa eness o he use .
This poin is he mos impo an ac o o main enance ac i i ies; in ac , due o sa e y
easons, ha ing a wide iew allows he ope a o o be conscious o mos o he en i onmen
a ound him, educing he isk o mis akes due o isibili y (Gagnon e al., 2021; Pa k e al.,
2021).
A wide FOV also has a signi ican impac on ask comple ion ime and pe o mance (Ren e
al., 2016).
This ac o is signi ican in he decision on he bes de ice o he acili y managemen
ope a ions.
Video and audio quali y a e also undamen als. On he ideo side, i comes na u ally o look
o a be e esolu ion o he sc een. Bu his is no he only ac o ha a ec he use ’s iew;
also he e esh a e ( equency), pixel densi y, colou accu acy and la ency a e impo an .
Finally, he implemen a ion o he eye acking (and i s accu acy) is a eal ad an age o a
de ice (Nguyen e al., 2023).
As was men ioned, also com o and e gonomics a e impo an . Since he de ice is s udied
o an ex ended usage, i s weigh and i s gene al com o a e an impo an poin o educe
he a igue o he use (Gagnon e al., 2021).
Du abili y is a ac o o be also conside ed. Thinking abou he usage o main enance
ope a ions, he de ice would ace icky condi ions. The mos amous companies a e
ypically a synonym o eliabili y.
S ill imagining a si ua ion o usage o main enance pu poses, and in gene al in he FM
a eas, a good ba e y li e would be p e e ed; in ac , he de ice migh be used o an en i e
13
shi du ing he day and he need o a long du a ion o he ba e y o o he possibili y o
swap ba e ies is c ucial o a oid s ops and gua an ee con inui y (Salman and Ahmad, 2023).
The las wo c i e ia ha again deal wi h he eliabili y ha a big manu ac u e can gua an ee
a e he compa ibili y wi h exis ing so wa e solu ions (and easy in eg a ion wi h acili y
managemen sys ems) and he suppo and egula upda es by he selle , o ensu e he
de ice emains unc ional and secu e o e ime (Chung e al., 2018).
In he ollowing Table 5, he a ailable mos impo an cha ac e is ics a e epo ed (Apple
Vision P o Websi e, 2024; Magic Leap Websi e, 2024; Mic oso Websi e - HoloLens 2
speci ica ions, 2024).
Table 5: Compa ison o he cha ac e is ics o MR de ices (au ho 's own wo k om websi es in o).
De ice
name
Type
FOV
Display
esolu ion
Weigh
Ba e y du abili y
Mic oso
HoloLens 2
S andalone
43° hz
29°
52° dg
1440 x 936
pe -eye
566 g
2-3 hou s o ac i e
usage (2 weeks o
s andby ime)
Magic Leap
Two
S andalone
44° hz
53°
70° dg
1440 x 1760
pe -eye
260 g
3.5 hou s o ac i e
usage
(7 hou s in sleep
mode)
Apple Vision
P o
S andalone
No o icial
bu wide
3660 x 3200
pe -eye
650 g
2 hou s o gene al
usage
The able con ains some ac o s ha can help o he iden i ica ion o he bes headse o
FM usage. Bu he e a e many o he cha ac e is ics ha should be conside ed. Le ’s
compa ed di ec ly he h ee de ices.
E en i he ecen ly eleased Apple Vision P o’s cha ac e is ics look e y good o he ma ke ,
his de ice is no indica ed o be used in he wo kplace. In ac , he headse was p ima ily
de eloped o gaming pu poses. I is g ea o wa ching mo ies, iewing 3D ideos, and
using i as a display o a Mac, bu people ha e s uggled o ind a day- o-day use o i .
Mo eo e , he use does no di ec ly see he eal wo ld wi h his/he eyes, bu some came as
p ojec he su oundings on he sc een in on o he eyes (Figu e 4); his is no ideal when
wo king wi h machine y in ha sh en i onmen s, whe e he pe cep ion o eali y is e y
impo an o sa e y easons. These ac o s lead o i s exclusion om he analysis (Po e ,
2024).
The use o Mixed Reali y o enhance Facili y
Managemen e ec i eness, ocusing on
main enance ope a ions
14
Figu e 4: Apple Vision P o (Apple Vision P o Websi e, 2024).
On he o he side, Mic oso HoloLens 2, is speci ically indica ed o en e p ise pu poses,
ocusing mo e on p oduc i i y and aining. Thanks o i s ad anced hand- and eye- acking
wi h 1-MP Time-o -Fligh dep h senso and in a ed came as, i p o ides a e y good
expe ience o p o essional use s. Also he Azu e Cloud s o age is a s eng h o Ame ican
company’s de ice (S ewa , 2024a).
Mo ing o Magic Leap Two, he e a e wo cha ac e is ics ha a e isible: he wide FOV and
he low weigh . The di e ence in weigh wi h he compe i o s is huge; i weighs less han
he hal o he HoloLens, which is ligh e han he Apple Vision P o. This ligh less makes
Magic Leap Two ex emely com o able, educing long- ime a igue.
Bu i ’s no o e . Magic Leap Two is equipped wi h a obus AMD p ocesso (while HoloLens
2 elies on an olde Qualcomm p ocesso ), allowing he de ice o e icien ly un in ensi e
applica ions, also hank o i s 14 p ocessing co es ( he HoloLens has only 8 co es).
Magic Leap Two excels in he quali y o he display, ha ing a highe esolu ion and leads
ega ding he e esh a e (120 Hz s 60 Hz).
Howe e , i ’s impo an o unde line ha Magic Leap 2 has a closed sys em, which mean
ha is no easy o in eg a e wi h o he exis ing sys ems, which is ins ead a main s eng h o
he HoloLens. The la e can p o ide a e sa ile choice o a wide ange o en e p ise
applica ions (e.g., Mic oso Teams, Mic oso Azu e, Mic oso Edge, e c…) ha a e
de eloped di ec ly om he so wa e gian and a e a gua an ee o eliabili y and secu i y.
The Magic Leap’s de ice uses en i onmen al colo a ion o acking, while he HoloLens is
adep a sa ing a ious spa ial en i onmen s online, simpli ying mul i-use expe iences.
This is a good poin in a ou o he HoloLens, since mul i-use expe iences a e eques ed
by he o ganisa ions (Cu e on, 2023; Kalipa napu, 2023).
As s a e by (Pii, 2023), he g ea ad an age on he cha ac e is ics o Magic Leap Two a e
he h ee-yea di e ence o de elopmen , since i was eleased in 2022, h ee yea s la e
han Mic oso HoloLens, which is becoming a de ice o be upg aded.
15
Table 6: Compa ison o Mic oso HoloLens 2 and Magic Leap Two s engh s (au ho 's own wo k).
Mic oso HoloLens 2
Magic Leap Two
Ad anced hand- and eye- acking
La ge FOV
1-MP Time-o -Fligh dep h senso
High display quali y
In a ed came as
High e esh a e
Open sys em
Low weigh
In eg able wi h Mic oso applica ions
Long ba e y du abili y
Manu ac u e ’s name is a sou ce o eliabili y
Robus p ocesso
Simpli ied mul i-use expe ience
Th ee-yea echnology de elopmen
ad an age
To conclude, Magic Leap Two is mo e indica ed o hose p o essionals who a e looking o
isual cla i y, ha ing a e y good quali y o he display, and com o abili y, o i s ligh ness
(B ise, 2024).
Wha , ul ima ely, ad an ages Mic oso HoloLens 2, beyond he s eng hs jus desc ibed, is
a cha ac e is ic ha is no isible on he echnical speci ica ions’ ables, bu om he pic u e
o i s shape (Figu e 5). Di e en ly om Magic Leap Two (Figu e 6), he HoloLens allows he
use o be awa e o wha is happening la e ally, ha ing no ba ie s o impede he eye o look
ou side he lenses FOV. As men ioned be o e, his is c ucial o FM pu poses, in pa icula
du ing main enance p ocedu es; he sa e y o he employees in an o ganisa ion is a p ima y
objec i e (Lang, 2022).
Figu e 6: Magic Leap Two
(Magic Leap Websi e, 2024).
Figu e 5: Mic oso HoloLens 2
(Mic oso Websi e - HoloLens solu ions, 2019).
The use o Mixed Reali y o enhance Facili y
Managemen e ec i eness, ocusing on
main enance ope a ions
22
ope a ions h ough con en and holog ams o e laid o he eal wo ld (Cheng, 2023;
Mic oso Websi e - HoloLens and AI, 2019).
AI enhances Mixed Reali y sys ems basically in all he ields and, since i keeps inno a ing,
i will b ing MR o new ho izons in he nex yea s.
2.5 Facili ies Managemen
In his chap e , an in oduc ion on Facili y Managemen is du i ul, in o de o unde s and
wha i includes.
Facili y Managemen includes a wide ange o ac i i ies which objec i e is o ensu e he
unc ionali y, e iciency and sa e y o wo kplace and people. The e o e, i no only includes
he physical building and asse s bu also he se ices and p ocesses ha suppo he
business o a company. The In e na ional Facili y Managemen Associa ion (IFMA) de ines
Facili y Managemen as “an o ganiza ional unc ion which in eg a es people, place and
p ocess wi hin he buil en i onmen wi h he pu pose o imp o ing he quali y o li e o
people and he p oduc i i y o he co e business” (IFMA, 2024).
The Facili y Manage is he posi ion o he pe son who has o mas e a ious co e
compe encies, such as Leade ship and S a egy, Occupancy and Human Fac o s,
Pe o mance and Quali y, Technology Managemen , Finance and Business, and many
o he s, as indica ed in Figu e 8.
Figu e 8: The ele en co e compe encies o Facili y Managemen (IFMA, 2022).

23
One o he co e compe encies o a Facili y Manage is Ope a ions and Main enance, which
deals wi h he implemen a ion o comp ehensi e s a egies o un and keep he physical
asse s in he bes condi ion.
2.6 Main enance Ope a ions in Facili y Managemen
Main enance ope a ions a e a c i ical subse o Facili y Managemen .
Fo his eason, he speci ic e m Facili y Main enance Managemen (FMM) has been
u ilised o desc ibe all he ac i i ies ela ed o he ield, which ega d “ he planning,
o ganiza ion and execu ion o wo k ha main ains and op imizes he unc ioning o buildings,
equipmen and g ounds” (IFMA, 2024). In p ac ice, FMM ocuses on buildings and hei
sys ems, such as HVAC (Hea ing, Ven ila ion, and Ai Condi ioning), elec ical, mechanical,
plumbing, secu i y and an i i e sys ems, among o he s.
An e ec i e Facili ies Main enance Managemen is c ucial o op imize pe o mance,
minimize machine down ime and maximize he longe i y o he asse s; i can be applied o
bo h a single asse and a la ge complex in as uc u e.
Le ’s s udy in deep hese c ucial ac i i ies, as de ailed by (Ensa i and Thabe , 2021).
E ec i e FMM aims o ex end he li e o he asse s. Each asse , which could be a machine y
o he acili y in gene al, is an in es men o he company. The ole o FMM is o p o ec
and p ese e he alue o hese asse s o e ime, by doing he p ope main enance
ope a ions, which can posi i ely impac he asse alue, he leasing oppo uni ies and he
o e all asse po olio pe o mance.
Thanks o he implemen a ion o p edic i e main enance managemen p ac ices (which a e
explained a he end o he pa ag aph), companies iden i y and add ess issues e en be o e
he asse o he machine b eaks o ails, sa ing he cos and he ime o i s eme gency
epai .
A well-main ained acili y con ibu es o ope a ional e iciency. When he equipmen and he
sys ems a e in op imal condi ion, dis up ions a e minimized and so p oduc i i y is imp o ed,
allowing he business o deli e p oduc s o se ices quickly o sa is y he cus ome s.
A sa e en i onmen is also needed o he heal h o he wo ke s. An e ec i e FMM
gua an ees compliance wi h sa e y egula ions, s anda ds and p o ocols, educing he isk
o acciden s and inju ies no only o he employees who egula ly a end he wo kplace, bu
also o cus ome s and isi o s.
The use o Mixed Reali y o enhance Facili y
Managemen e ec i eness, ocusing on
main enance ope a ions
24
Finally, e icien main enance p ac ices con ibu e o he sus ainabili y o a acili y, hanks o
he op imiza ion o he usage o ene gy and he educ ion o was e, minimizing he
en i onmen al impac o he ac i i ies.
As s anda dized by he (CEN - Eu opean Commi ee o S anda diza ion, 2001),
main enance ope a ions can be ca ego ized in o wo main ypes: p e en i e main enance
and co ec i e (o eac i e) main enance.
Mo eo e , hese wo ca ego ies include hei subse s, as ep esen ed in Figu e 9.
Figu e 9: Main enance ypes ca ego iza ion (Sa ji o, 2020).
P e en i e main enance in ol es scheduled inspec ions, cleaning, lub ica ion and
adjus men s when he asse is s ill unc ioning (e.g., unning o es condi ions) o p e en
i s ailu es and ex end he asse li e. I basically aims o iden i y and add ess po en ial issues
be o e hey cause a dis up ion. P e en i e main enance can be ei he ime-based (i.e.,
scheduled) o usage-based (e.g., e e y 1000 km) (Molęda e al., 2023).
A ypical example Is he pe iodical check o he ai p essu e o he ca ’s y es o ensu e a
no mal wea and a oid abno mal alues ha may cause an acciden ; o , in a simila way
and alid o a lo o machine y, he egula check o he liquids le els.
Co ec i e (o eac i e) main enance, on he con a y, ocuses on ixing he asse s o he
sys em ailu es when hey occu . I s objec i e is o es o e he unc ionali y o he asse and
minimize down ime and he e o e he b eakdown cos s (Molęda e al., 2023).
The e is a e y nomina ed subse o p e en i e main enance ha ep esen s an inno a ion
and is conside ed by some pape s as he hi d main enance ype, which is p edic i e
main enance.
P edic i e main enance u ilizes ad anced echniques such as da a analy ics, senso s and
25
condi ion moni o ing o p edic when main enance should be pe o med. By analyzing he
asse s pe o mance ends and pa e ns, p edic i e main enance allows o ganiza ions o
an icipa e and add ess main enance needs, op imizing esou ce alloca ion and minimizing
cos ly down ime (Schmid and Wang, 2018).
By he way, i is no e y adop ed ye , due o he e o o ga he and analyse he da a, which
makes sense only i he company is in e es ed in p edic ing whe e, when and which
componen s may ail in he u u e (Achouch e al., 2022).
Fo he wo main ypes, p e en i e should be he mos adop ed, wi h an ideal p opo ion o
80% p e en i e and 20% co ec i e, due o he economic ad an age o educing machine
down ime, main enance cos s and penal ies (So alink, 2022).
On he o he side, mos o he companies do no ha e a budge o p e en i e main enance
and p e e o ac only when a ailu e occu s. In ac , in eali y, beyond he manda o y es s
and inspec ions (e.g., o c i ical equipmen such as boile s and chille s), he majo i y o
main enance ac i i ies a e co ec i e, simply esponding o use s’ complain s o unplanned
ailu es (Bouabdallaoui e al., 2021).
Some pape s men ion also ano he ype o main enance, called u gen main enance o
eme gency main enance (Dui e al., 2024; Osmani e al., 2020), which is conside ed
in eg a ed in o co ec i e main enance by he s anda ds, in pa icula in he “immedia e
main enance” subse (CEN - Eu opean Commi ee o S anda diza ion, 2001; E biyik, 2022).
P e en i e main enance is also u he di ided in o condi ion-based main enance and
p ede e mined main enance. The i s one is a p e en i e main enance s a egy whe e
main enance ac ions a e pe o med based on he ac ual condi ion o he asse s, which is
de e mined h ough con inuous moni o ing and analysis. P ede e mined main enance is,
ins ead, a p e en i e main enance s a egy based on ixed ime in e als wi hou
conside ing he ac ual condi ion o he asse s; his s a egy can lead o unnecessa y
main enance and inc eased cos s (“o e -main aining”) (Jimenez e al., 2020).
Companies use a ious p ocesses and echniques o decide which equipmen o include in
main enance plans, how o schedule main enance and how o manage ma e ials needed.
The co ec implemen a ion o hese s a egies depends on con olling, documen ing and
con inuous upda ing o he da a ela ed o asse s’ epai his o y (Molęda e al., 2023).
Usually, hese da a a e s o ed in he Compu e ized Main enance Managemen Sys em
(CMMS), which is pa o he b oade En e p ise Asse Managemen (EAM).
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The CMMS, in ac , is a main enance-based so wa e u ilized o plan, schedule, manage
and moni o main enance ac i i ies ela ed o equipmen , machine y o o he acili ies and
se ices. I s applica ion in he indus y allows o inc ease o ganiza ion, p oduc i i y and
sa e y.
CMMS can help o apply e ec i e main enance s a egies, by, o example, assis ing o
iden i y he c i ical asse s o which main enance should be p io i ised and assessing hei
pe o mance, sa e y and expec ed li e.
I Is also use ul o moni o main enance KPIs, such as he Mean Time o Repai (MTTR),
he down ime and he Mean Time Be ween Failu es (MTBF) (Shanka e al., 2023).
In his con ex , he In e ne o Things (IoT) and AI a e g ea ools o empowe CMMS
applica ions.
The IoT is he connec ion o he physical de ices (e.g. senso s, machine y, ehicles, e c.)
be ween each o he and he in e ne , which a e capable o collec ing and ansmi ing da a,
gene a ing a huge amoun o eal- ime alues abou a ious aspec s o he physical
en i onmen , such as empe a u e, humidi y, p essu e, e c.
The da a collec ed by he ins alled de ices a e usually sen o he CMMS, which is in cha ge
o au oma ically upda ing asse lis s, moni o ing equipmen heal h and gene a ing ale s o
ala ms when p oblems o anomalies a e de ec ed ha may equi e main enance.
Howe e , wi h he con inuous inc ease o da a collec ion, CMMS may signal mul iple ypes
o aul s, leading o a hea y bu den on he sys em.
To add ess he p oblem, AI has been implemen ed o il e he da a, analyze hem and
p io i ize ailu e ala ms, among o he s (Liu e al., 2022).
Fu he mo e, by le e aging on AI algo i hms (e.g., machine lea ning and p edic i e
analy ics), CMMS can p edic equipmen ailu es, op imize main enance schedules and
au oma e asse managemen p ocesses (Shanka e al., 2024).
2.7 Well-being o people – MR suppo s he ansi ion o Indus y 5.0
I he In e ne o Things and AI we e he main opics o he ou h indus ial e olu ion, whose
goal was he digi aliza ion and au oma iza ion o ope a ions, Indus y 5.0 places g ea e
emphasis on he ole o humans and hei well-being in he p oduc ion p ocess.
Indus y 5.0 ocuses on h ee undamen al alues: human cen ali y, sus ainabili y and
esilience (Figu e 10), as published by he Eu opean Commission (B eque e al., 2021) and
explained also by (Xu e al., 2021).
27
Figu e 10: Co e alues o Indus y 5.0 (Xu e al., 2021).
The new human-cen ic app oach places he needs and in e es s o he pe son a he cen e,
swi ching om a echnology-cen ic app oach (Indus y 4.0) o a comple ely socie y-cen ic
app oach (Indus y 5.0). Wo ke s should no longe be seen as a cos o he companies,
bu as an in es men .
The Eu opean Commission e e s o “Technology a he se ice o people and socie ies”
(B eque e al., 2021), meaning ha he echnology used has o adap o he needs and
di e si y o wo ke s. Companies should c ea e a good wo k en i onmen , in o de o
p io i ise physical and men al heal h and well-being, gua an eeing he wo ke s’ igh s, such
as au onomy, human digni y and p i acy. Mo eo e , indus ial wo ke s mus be con inuously
ained o imp o e hei skills o be e ca ee oppo uni ies.
The indus y has o be sus ainable o espec and main ain he plane . I should de elop
ci cula p ocesses o ecycle he na u al esou ces, educe he was e and he en i onmen al
impac and lead o a ci cula economy wi h imp o ed esou ce e iciency and e ec i eness
(Na khede e al., 2023; Pa yal e al., 2022).
Finally, esilience e e s o he need o de elop a good obus ness o he o ganiza ions;
companies ha e o be eady o ace di icul ies by ha ing he abili y o sa e he
in as uc u es in imes o c isis. They mus be esilien o be able o deal wi h geopoli ical
changes and na u al eme gencies, as i has been du ing he COVID-19 c isis, and quickly
o e come hem (Leng e al., 2023).
The wo ke also plays a undamen al ole; in ac , he concep o "Resilien Ope a o 5.0"
was in oduced o indica e a compe en ope a o who uses human c ea i i y, ingenui y and
inno a ion o o e come obs acles, c ea e new solu ions and ensu e he con inui y o

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p oduc ion ac i i ies and he well-being o he employees, especially in di icul and
unexpec ed condi ions (Ha inge and S ylidis, 2023).
The concep o he h ee co e alues o Indus y 5.0 is s ic ly ela ed o he T iple Bo om
Line (TPL) heo y.
The e m, coined by (Elking on, 2023) in 1994, sugges s ha he indus y and he companies
should no only ocus on p o i , so he “ adi ional bo om line”, bu also on social and
en i onmen al impac s (Figu e 11). The TBL is used as a amewo k and measu emen ool
o assess he pe o mance o a company in hese h ee dimensions.
Figu e 11: The T iple Bo om Line (Debna h, 2023).
I is i ial o unde s and he connec ion be ween he TBL and Indus y 5.0.
The social dimension (People) o he TBL e alua es all he people and s akeholde s (e.g.,
employees, cus ome s, communi ies and socie y a la ge) o an o ganiza ion, ocusing on
social esponsibili y, e hical business p ac ices and con ibu ions o social well-being.
This dimension is easily linked wi h he human-cen ic app oach o Indus y 5.0 (Mille e al.,
2007).
The en i onmen al dimension (Plane ) e alua es he ecological oo p in o a company,
ocusing on esou ce conse a ion, was e educ ion and e o s o mi iga e en i onmen al
deg ada ion. I is ela ed o he sus ainabili y alue o Indus y 5.0 (Alhaddi, 2015).
Finally, he inancial impac (P o i ) ocuses on he economic aspec s, such as p o i abili y
and cos -e ec i eness. This is linked o he esilience alue (Debna h, 2023).
29
The e a e a ious s a egies h ough which people can be b ough o he cen e o he
indus y.
Fo example, he de elopmen o echnologies, such as Mixed Reali y, ha c ea e a
mo i a ing, sa e and inclusi e wo k en i onmen s, engages mo e he employees.
In he p oduc ion indus y, human cen ali y can be ob ained by in ol ing all he s akeholde s
in all he p ocesses o idealiza ion, design, planning, con ol and p oduc ion (O so e al.,
2022).
O he s a egies o imp o e wo ke s well-being include p o iding lexible wo k schedule
imes, implemen ing job o a ion, imp o ing hei skills and quali ica ions o a posi ion o
changing i i necessa y and gua an eeing an e gonomic and sa e wo kplace. A heal hy
wo kplace is ela ed o educed s ess, imp o ed men al and physical heal h, highe job
sa is ac ion and be e o e all quali y o li e. This is he de ini ion o a good wo k-li e balance
(Khamaisi e al., 2022).
The knowledge o a pe son is impo an o be e ained and upg aded o be eady o u u e
challenges, oge he wi h he expe ience, o guide he inno a ions and ans o ma ions in
he indus y (E iksson e al., 2022).
As i will be desc ibed wi h eal case s udies u he down in he hesis, Mixed Reali y
suppo s he ansi ion o Indus y 5.0, ollowing he dimensions o he TBL.
S a ing om he sus ainabili y dimension, he possibili y o usage o he de ice emo ely,
elimina ing he need o be on-si e o p o ide suppo , leads o a huge educ ion in a el,
wi h a ela ed dec ease in Ca bon Dioxide (CO2) emissions.
This is s ic ly connec ed o he economic side, because educing a el means spending
less in e ms o cos s and ime o he geog aphical mo emen o he wo ke s, bu also in a
dec ease o down ime o he machine, which is always a g ea sa ing.
Finally, he social dimensions, so he people. Once again, a oiding a el, which migh also
be ansoceanic, and allowing hem o wo k om hei o ice o e en om home, has a g ea
bene i on hei s ess le el (heal h), p oduc i i y and lexibili y, signi ican ly imp o ing hei
wo k-li e balance.
Le ’s imagine he ime was ed on ans e s and he ela ed days spen a om home. This
ex a ime could be dedica ed o amily, hobbies o elaxa ion.
Many examples will be shown and analysed in chap e s 5 and 6.
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main enance ope a ions
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3 Me hodology
The me hodology chap e is undamen al o explain how he esea ch objec i es ha e been
add essed. I will be explained why and how a mixed-me hods app oach was adop ed o
ge he esul s needed. The app oach included e alua ion o ele an da a om a icles and
indus y epo s, analysis o CBRE use cases, an in e iew wi h a MR use and a su ey o
he echnicians. Each s ep was designed o achie e a comple e explo a ion o he
e ec i eness o Mixed Reali y echnologies.
3.1 Explana ion o he me hodology
To p o e he p oblem s a emen , i.e. o alida e he e ec i eness o Mixed Reali y,
in o ma ion has been ga he ed using a mixed-me hods app oach including quan i a i e and
quali a i e esea ch me hodologies.
The i s me hod ollowed was o ga he dep h quali a i e insigh s in o he pe cep ions,
expe iences and challenges o acili y manage s using MR echnologies. This has been
pe o med, i s o all, by in e ac ing du ing he weekly mee ing wi h he supe iso P o esso
F ancesc T isan Segui and i s collabo a o s, who could sha e hei expe ience wi h he
echnology hey a e dealing wi h.
In ac , hanks o hese in e iews wi h FM p o essionals i was possible o unde s and he
cu en p ac ices, challenges and expec a ions ega ding Mixed Reali y.
To acili a e he p ocess, speci ic quali a i e ques ions ha e been p epa ed be o e each
mee ing, lea ing he possibili y o open answe o he in e iewed expe s.
By analysing he use cases, i was also possible o gain mo e de ailed insigh s behind he
numbe s lis ed in he CBRE PDFs, which ep esen one o he quan i a i e da a collec ion,
oge he wi h he a icles and pape s explo ed online, and documen di e en eal-wo ld
examples o MR in he manu ac u ing and main enance ields.
Mo eo e , hanks o a se o semi-s uc u ed ques ions ocused on he eelings and human
cen ali y o he usage o Mixed Reali y in he main enance ield, i was possible o submi
an in e iew o he echnical eam leade o he Cas ellana 18 building in Mad id o CBRE,
in o de o ge insigh beyond he da a ep esen ed by he cases sha ed.
I was p e e ed o pe o m a semi-s uc u ed in e iew because i is ypically designed o
ge speci ic answe s om esponden s o sui he s udy objec i es, bu wi h he possibili y
o he in e iewe o de ia e om he se o ques ions p epa ed o explo e in e es ing poin s
aised by he in e iewed, by asking mo e in-dep h explana ions. Fu he mo e, due o he
limi a ion o he ime a ailable, i has been possible o g oup hose ques ions ha we e
31
simila and skip, depending on he low o he in e iew, he leas impo an ones p e iously
selec ed, hus making he p ocess as e .
Finally, hanks o a speci ic su ey, i was possible o ge in o ma ion on echnicians’ eelings
on hei use o he HoloLens, in o de o cap u e quali a i e insigh s on he people
hemsel es beyond he pu e ma hema ical bene i s.
3.2 Re iew o he s a e-o -a p ocess
Coming o he di e en phases in he w i ing o he hesis, i s , a e iew o he s a e-o -a
was conduc ed in o de o iden i y all published pape s, a icles, bu also news, on he opic
o Mixed Reali y usage.
The pape s we e mainly ound h ough Google Schola , and, secondly h ough
Resea chGa e. O he online pla o ms ha we e use ul o ind a icles and selec hem we e
Scopus and Web o Science. A ci a ion has o be done also o LinkedIn, whose membe s’
a icles ha e been use ul in ga he ing knowledge and insigh s on he ma e .
To look o he co ec sou ce o in o ma ion, e ms we e sea ched based on hei co ela ion
o Mixed Reali y. Table 7 lis s some o he keywo ds ha we e sea ched on he pla o ms in
o de o ime ( om he beginning o he sea ching onwa ds), sepa a ing hem also be ween
he p ima y e m and he seconda y one. The seconda y e m e e s o he keywo ds ha
we e adop ed o sea ching a icles a e hey we e disco e ed om eadings consequen
o he i s esea ch.
The esea ch o pape s was mainly conduc ed in he pe iod om July o Sep embe 2024,
wi h a inal e ision in Decembe 2024 o include he mos ecen news and indings.
I was p e e ed o include hose pape s ha we e ecen ly published, aking as a e e ence
om 2022 onwa ds. Some a icles, mainly due o his o ical o egula ion easons, a e om
p e ious yea s.
Table 7: Combina ion o sea ch e ms (au ho ’s own wo k).
P ima y e m
Seconda y e m
Mixed Reali y (MR)
Ex ended Reali y (XR)
Vi ual Reali y (VR)
Head Moun ed Display (HMD)
Augmen ed Reali y (AR)
Mixed Reali y cos s
Mic oso HoloLens
Mixed Reali y ime sa ed
Facili y Managemen
Magic Leap Two
Field o View (FOV)
Apple Vision P o
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ano he case, in au omo i e companies, MR is used o ain employees on complex pieces
o machine y, allowing hem o “ ouch” he equipmen , bu wi hou any isk associa ed.
Ano he applica ion o MR de ices is o design and enginee ing. Designe s can c ea e and
modi y hei p oduc s (in 3D) in a MR en i onmen , in o de o ha e a be e isualiza ion
and so unde s anding o he i ems, be o e p oducing he physical p o o ype.
Mo eo e , di e en people o eams can wo k oge he on he models (p ojec collabo a ion),
designing in eal- ime.
In he same way, enginee s and a chi ec s can show he cus ome i ual ep esen a ions
o pe sonalized machines o buildings, helping hem o make o modi y he layou s.
In ac , also he cus ome has become cen al in he MR expe ience since i s eedback in
he ea ly s ages o he p ocess has sho ened he discussion phase and imp o ed he inal
ou pu .
One o he main ad an ages o MR is he emo e collabo a ion. Vi ual mee ings can be
c ea ed o make pa icipan s eel as i hey a e in he same oom, enhancing communica ion
and collabo a ion.
Fo example, a echnician who is epai ing a machine y can be helped om emo e by an
expe . No mally he con e sa ion would ake place h ough a mobile phone, wi h ob ious
limi a ions; bu , wi h he inno a i e echnology, he expe would di ec ly see and sugges o
he echnician how o pe o m his/he wo k.
In pa icula , o manu ac u ing and main enance ope a ions, wo ke s can ecei e eal- ime
ins uc ions wi hou he need o use hei hands (e.g., o holding a phone) and wi h o e lays
o in o ma ion di ec ly in hei ield o iew (e.g., schemes, epai ins uc ions, asse
condi ions, main enance his o y), imp o ing accu acy and e iciency and educing e o s
and down ime.
Ano he case ha is help ul o in oduce some da a on he usage o Mic oso HoloLens 2,
is he one om (Wijesoo iya e al., 2023), who collec ed in o ma ion on 451 HoloLens
headse s om he Mic oso Web Po al, in o de o ge he ca ego ies o he lenses’
applica ions, as esumed in Table 8.
A he op, all o hem a ound 14% o he o al applica ions, he e a e en e ainmen ,
educa ion and p oduc i i y, wi h business anked 4 h.

39
Table 8: ca ego ies o HoloLens 2 applica ions (Wijesoo iya e al., 2023).
In 2024, he CBRE employee Kenne h O’B ien in e iewed, di ec ly and/o h ough a
ques ionnai e, hi y di e en indi iduals, o ind ou , among o he s, o wha speci ic ields
he ARSG (Augmen ed Reali y Sma Glasses), ano he name o indica e he same
echnology, we e used o . The esul s ha came ou a e ep esen ed in Figu e 12, whe e
acili ies and pha maceu ical indus ies lead he anking.
Con iden iali y no e: all he in o ma ion epo ed in his hesis abou Kenne h’s esea ch was
di ec ly sha ed by him o his p ojec 's success, in o de o include jus he da a ha could
be analysed. The no es ha he used o ge o he esul s canno be di ec ly sha ed.
Resea ch no e: he pape ocuses on all he ARSGs ha he companies in e iewed used,
bu he majo i y o hem (78%) adop ed HoloLens 2. The o he de ices a e he Real Wea
glasses and he Vuzix glasses, wo headse s ha ha e simila cha ac e is ics and ields o
usage o he HoloLens, bu a e simple and p o ide a less imme si e expe ience. In ac ,
hei usage is mos ly ela ed o aining, o which he AR expe ience is e y adop ed. These
de ices a e some imes p e e ed o hei lowe cos s (Real Wea Websi e, 2024; Vuzix
Websi e, 2024).
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Figu e 12: ques ionnai e on he ields he ARSGs a e used o (au ho ’s own wo k).
In he same ques ionnai e, i was asked abou he ask ha was mainly pe o med h ough
he de ice and he equency o usage.
Figu e 13 esumes he answe s gi en ela ed o he ask mainly pe o med. The inspec ions
lead he anking, ollowed by main enance and oubleshoo ing.
Figu e 13: ques ionnai e on he p ima y asks he ARSG a e used o (au ho ’s own wo k).
Rega ding he equency o usage, he la ge majo i y o he in e iewed (52%) epo ed
using he lenses “e e y ew weeks”, while he es is equally sp ead a ound 10/15% each
using i weekly, mon hly, qua e ly o e y a ely.
30%
30%
18%
5%
5%
4% 4% 4%
Facili ies Pha maceu ical Labo a o y Cons uc ion
Li Enginee HSE Mail Se ice Medical De ice
13%
17%
17%
21%
32%
0% 5% 10% 15% 20% 25% 30% 35%
T aining
Vendo Managemen
T oubleshoo ing
Main enance
Inspec ions
41
Be o e explo ing he use cases ha con ain da a and numbe s on he sa ings ha he usage
o such a de ice b ings (which a e epo ed in he nex subpa ag aphs), some gene al
examples o he Mic oso HoloLens applica ion a e desc ibed. The goal o hese examples
is o make he eade awa e o he gene al po en iali y o he echnology, be o e coming o
he quan i a i e analysis, bu also o in oduce some quali a i e bene i s.
The objec i e is, in ac , o b ing cases ela ed o hose indus ial ac i i ies ha his hesis is
going o co e , so ocusing on Facili y Managemen and main enance ope a ions, also
in eg a ing wi h he well-being o he wo ke s, a opic which will be be e discussed la e on.
Che on makes he inspec ion wo k o a p egnan woman mo e lexible wi h Mic oso
HoloLens 2
In 2021, a Che on (a US oil company) P ocess Enginee , Vanessa F uge, was expec ed
o be o ced o ake a s ep back a wo k while she was se en-and-a-hal mon hs p egnan .
He belly was g owing and she was wo ied abou he possibili y o mo ing in igh spaces
and climbing ladde s o he daily wo k o inspec ions. Bu be o e gi ing up, she u ned o
Che on o p opose a solu ion: gi ing a colleague o he s a pai o Mic oso HoloLens
lenses ha would allow he use o sha e his/he iew wi h Vanessa, who could wo k
emo ely om he able in eal ime, collabo a ing o all he ope a ions. The company
accep ed he p oposal, in es ing in he new ool, conscious o he quali a i e bene i s i
would ha e b ough .
In ac , hanks o he implemen a ion o he de ice, Vanessa has been accommoda ed in
such an impo an pe iod o he , “making he wo k-li e balance amazing” (Che on, 2022).
Quan i a i e bene i s, which we e no assessed o epo ed in he a icle, include, among
o he s, he mone a y and ime sa ings o he a oidance o dis up ions and o he
iden i ica ion and aining o a subs i u e employee, who also ga he s expe ise om he
di ec knowledge ans e , as well as he u u e as e ein eg a ion o Vanessa, who has
kep upda ed, in o he company.
Ea on uses Dynamics 365 Remo e Assis o oubleshoo ing
In 2019, Ea on (a powe managemen company) pu chased an ini ial se o HoloLens
de ices, which we e quickly upg aded o HoloLens 2 by he end o he yea , oge he wi h
he expansion o Dynamics 365 Remo e Assis .
The wo ke s o a B azilian plan (engine al e manu ac u e o passenge and comme cial
ehicles) achie ed cos a oidance and ime sa ings while oubleshoo ing an I alian
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main enance ope a ions
42
machine. The s a connec ed o he eam in I aly using he Dynamics 365 Remo e Assis
on HoloLens 2, so ha hey could show hei issue in eal- ime. The enginee s in I aly could
immedia ely ealise wha was happening and quickly diagnose he p oblem using mixed-
eali y 3D anno a ions.
The apid collabo a ion allowed he B azilian plan o a oid he down ime o he machine
and he a el cos s o he enginee s (Mic oso Cus ome S o ies - Ea on, 2021).
Le ’s imagine how i would no be i ial o desc ibe a p oblem and communica e by email,
a simple call o a ideo be ween people ha a e no English mo he ongue; someone migh
no unde s and p ecisely an ins uc ion. Wi h Mic oso HoloLens, by di ec ly seeing wha ’s
happening, his ba ie is comple ely o e come.
Ea on uses Dynamics 365 Guides o p e en i e main enance
Since 2019, in he Mexican Ea on plan whe e hea y and medium-du y ansmissions and
hea y-du y clu ches a e manu ac u ed, employees adop ed he Mic oso lenses o conduc
p e en i e main enance on 1500 pieces o equipmen , elying on he in ui i eness o
Dynamics 365 Guides.
Be o e using Mixed Reali y, plan employees elied on pape checklis s and images o
comple e To al P oduc i e Main enance (TPM) asks, wi h long w i en s eps and images
ha we e o en nei he clea no de ailed.
Wi h HoloLens 2 and he Guides, an applica ion was de eloped o assis he ope a o wi h
he p ocess. F om hen onwa ds, wi h he lenses, he ope a o had he ma ix holog am in
on o him/he , wi h whom i is possible o in e ac by s a ing a he ‘con inue’ bu on o he
‘yes’ bu on un il he checklis is inished. In his way, also changeo e om one employee
o he o he becomes mo e s aigh o wa d and less isky in e ms o mis akes.
A e an ini ial pe iod o hesi a ion, he usage o Mic oso HoloLens sp ead apidly among
he employees and wo y u ned o exci emen , so ha e e ybody was now able o make
new guides (Mic oso Cus ome S o ies - Ea on, 2021).
Vol o Pen a, BMW and Che on - Ea ly adop e s o Mic oso Copilo (AI)
Mic oso Copilo , he AI ool o imp o e use in e ac ions, is becoming popula since i s
announced a he end o 2023. Th ee companies, Vol o Pen a, BMW and Che on, ha e
been he ea ly adop e s o his new echnology, as explained by (Cheng, 2024).
43
Vol o Pen a, a global leade in sus ainable powe solu ions, is one o he ea ly adop e s o
Copilo , belie ing ha he echnology can help op imize he aining o en y-le el
echnicians hanks o he sel -guided ins uc ions. “Copilo makes i eel as hough a aine
is always on hand o answe ques ions in he con ex o you wo k low.” A p ac ical example:
echnicians used o need an hou o mo e o ind 10 o 15 senso s; wi h Copilo , i now only
akes i e minu es.
A Hanno e Messe 2024, he wo ld's leading indus ial ade ai , as epo ed by (Rod iguez
Lepage and Ladha, 2024), he company showed how Copilo could be used. In a demo
scena io, he use o he de ice is in he shoes o a e y cap ain who has o use he s ep-
by-s ep guidance o Copilo o add ess a il e issue be o e depa u e, being le wi hou a
echnician onboa d.
BMW is also inco po a ing gene a i e AI and human-machine in e ac ions o he
op imiza ion o ehicle design and de elopmen . BMW G oup’s Digi iza ion and VR Team
wi hin R&D was he i s o use Copilo o simula e how he use o di e en ma e ials and
componen s impac ehicle design and hei en i onmen al oo p in . Wi h he insigh s
gained hanks o his app oach, i will be possible o BMW o op imize enginee ing and
p oduc ion p ocesses. Mo eo e , he company belie es ha gene a i e AI will also help i s
a e sales wo ke s, by p o iding hem access o expe knowledge and guidance, whene e
and whe e i is needed.
Finally, he US oil company Che on, which was in oduced be o e, is also looking o
ad ance he capabili ies o i s on line wo ke s by using he Copilo o op imize indus ial
ope a ions, empowe i s wo ke s and allow i s alue chain o ha e in o med decisions.
5.1 Use case 1: Analysis o he sa ings o eigh manu ac u ing companies
wi h expe ience using Mic oso HoloLens 2
The s udy o Fo es e (Roge Nau h e al., 2023), which was men ioned be o e, illus a es
he o al economic impac o Mic oso HoloLens 2 hanks o i s Mixed Reali y applica ions
o manu ac u ing en e p ises. The esea ch analysed he cos sa ings and he business
bene i s enabled by he MR de ice p oduced by he Ame ican company, also conside ing
i s Dynamics 365 Guides and Dynamics 365 Remo e Assis .
Fo es e in e iewed eigh manu ac u ing companies wi h acili ies all o e he wo ld and
expe ience wi h Mic oso HoloLens 2, combining hei da a al oge he o inally analyse he

The use o Mixed Reali y o enhance Facili y
Managemen e ec i eness, ocusing on
main enance ope a ions
44
indings in a h ee-yea ime. Jus as a e e ence, he composi e o ganiza ion gene a es $18
billion o annual e enues wi h 120,000 employees.
In his medium- e m pe spec i e, he esea che s quan i ied he bene i s wi h a aining
p oduc i i y imp o emen o 20-24% and a educ ion in aining ma e ial o 35%. In ac ,
hanks o he sel -guided ins uc ions, he 3D model simula ions and he o e laying, he
wo ke s lea ned as e and be e , especially ega ding hei skills di ec ly ela ed o he
machines. Mo eo e , app ecia ion came om he echnicians and he companies hey wo k
o , due o he expenses and ime sa ed by aking pa in emo e demons a ions.
Ano he in e es ing inding is ha hese skilled echnicians imp o ed he manu ac u ing
ope a ions p oduc i i y by 20% o e he h ee-yea ime compa ed o he ones wi hou his
echnology, by s aying head-up and hands- ee while using HoloLens 2 lenses and he
Guides so wa e o see and manipula e ins uc ions, schemes and o he in o ma ion
o e laid on he eal wo ld.
Wi h he possibili y o Remo e Assis ance, he echnicians ha e been able o educe
oubleshoo ing ime o unplanned machine down ime. Down ime caused by equipmen
ailu e o mal unc ion was educed by 23.5%.
Mo eo e , he p oduc i i y o he ield echnician imp o ed by 25%, hanks o he eal- ime
emo e collabo a ion which allows hem o “see wha I see” and esol e issues beyond he
wo ke s’ expe ise wi hou equi ing ex a ips. O e all, he sa ed a el expenses a e
a ound 20-50%, dis ibu ed on he inciden al cos s o ligh s, ca s, ho els, ood and
be e ages (wi hou conside ing unexpec ed e en s, such as delays o unexpec ed e en s).
The possibili y o c ea ing a digi al win o he i ems du ing he p ocess wi h Mic oso
HoloLens 2 and Remo e Assis , educes a minimum he isk ha he machines would no
i and would equi e any changes and so mo e cos s; his is es ima ed o an imp o emen
o 14 days in ime o e enue o new ac o ies amping online as e wi h digi al wins.
Finally, o Subjec Ma e Expe s’ issues, p oduc i i y inc eases by 30% wi h emo e
p oblem esolu ion. In hese cases, companies usually need expe s ha come om ou side
he i m o which hei a ailabili y is no usually gua an eed in a ew days. The usage o he
lenses allows o sho ening down hese wai ing imes and so inc eases p oduc i i y.
In he ollowing Table 9, he quan i a i e indings on he bene i s in h ee-yea ime a e
esumed.
45
Table 9: esume o he quan i a i e bene i s in h ee-yea ime (Roge Nau h e al., 2023).
Quan i a i e bene i
Value
Sa ings
T aining ma e ial cos s
- 35%
Down ime caused by equipmen ailu e o
mal unc ion
- 23.5%
T a el expenses
- 20/50%
Time o e enue by using Remo e Assis o
de elop digi al wins
- 14 days
P oduc i i y imp o emen s
T aining p oduc i i y
+ 20/24%
Manu ac u ing ope a ions p oduc i i y
+ 20%
P oduc i i y o he ield echnician
+ 25%
P oduc i i y o Subjec Ma e Expe s wi h
emo e p oblem esolu ion
+ 30%
Beyond he quan i a i e bene i s, esea che s iden i ied also quali a i e ones.
Fi s ly, he sus ainabili y imp o emen s; he educ ion in aining ma e ial was e and o he
emissions ela ed o he a els os e sus ainabili y goals.
The heal h and sa e y o he wo ke s a e p o ec ed; he possibili y o ollow p ocedu es and
ins uc ions ensu es ha he job is done mo e sa ely.
E en ually, he usage o hese la es and g ea es echnologies a ac s and e ains highly
alen ed employees, also acili a ing he hi ing p ocess (Roge Nau h e al., 2023).
5.2 Use case 2: Sano i educes he aining ime o new ope a o s om eigh
o six weeks
The p esc ip ion and o e - he-coun e medica ions manu ac u e company Sano i
(Mic oso Cus ome s S o ies - Sano i, 2023) had o ind a way o make i s aining and
onboa d me hods mo e agile and e icien , in o de o mee he inc eased demand o hei
p oduc s. The adi ional aining p ocess was conside ed ime-consuming and he need o
a u o o en led o inconsis encies, i.e., no s anda d explana ions.
The goal o he company was o use he ex ended eali y o s anda dize aining, educe
aining ime and imp o e he o e all pe o mance.
The use o Mixed Reali y o enhance Facili y
Managemen e ec i eness, ocusing on
main enance ope a ions
46
A pilo p ojec in a packaging wo kshop was launched by Sano i in Lisieux, F ance.
The P oduc ion Team Manage o he subsidia y ansc ibed he en i e pape p ocedu e in o
a digi al e sion o HoloLens 2. Then, he p og ammed he de ice, c ea ing an in e ac i e
hands-on aining in he me a e se o he ope a o s, in h ee di e en a eas: p oduc ion
ope a ions (e.g., ba ch changes), en i onmen al and sa e y ope a ions and elec ical
main enance.
Thanks o he lenses, ope a o s could ain independen ly wi hou a u o . By using HoloLens
2, Sano i educed he aining ime o new ope a o s om eigh weeks o six weeks, so
sa ing 25% o he ime and allowing he ope a o s o be on he ield quicke .
5.3 Use case 3: Remo e-assis ance main enance - A compa ison o he
bene i s and d awbacks o he HoloLens compa ed o adi ional ools
This s udy (Vo abe e al., 2020) conduc ed by he G az Uni e si y o Technology in
collabo a ion wi h he Uni e si y o Ox o d, aims o assess he imp o emen s o using
Mic oso HoloLens 2 du ing emo e main enance asks.
Ob iously, a wo k, people use he ools hey ha e o sol e he issues. In case o
main enance ope a ions, when looking o emo e help, he mos used echnology is he
sma phone, h oughou he employee can ask o suppo by call, sending ideo o
accessing o he in o ma ion on he in e ne .
Bu a s ep o wa d in he inno a ion, b ough by he HoloLens, allows he main enance
wo ke o wea he lenses and di ec ly ans e an audio and a ideo o an expe ha is
connec ed emo ely. This expe wa ches he li e-s eam ideo on a lap op and p o ides
sugges ions by speaking o using 3D i ual anno a ions ha a e ans e ed back o he
main enance wo ke , who can di ec ly see wha he enginee is indica ing o w i ing on he
sc een.
Fo he scope o he epo ed s udy, wel e es uns we e conduc ed in a eal-wo ld
au omo i e indus y se ing wi h eal main enance enginee s: e e y hing was hen analysed
based on ideo eco dings and ques ionnai es.
As esul s, in gene al, all he main enance wo ke s epo ed an imp o emen in he p ocess
when using Mic oso HoloLens.
As indica ed in Table 10 below, wo- hi ds o he es ed employees ag eed ha hey had
sa ed ime and ha isk was minimised, while 83% saw an imp o emen o he e iciency.
On he o he side, some isks we e iden i ied. Employees epo ed a na owed ange o
ision, a nega i e in luence on usual mo ion and discom o when wea ing he de ice. A ew
47
imes i also happened ha he audio (no e: he es was se wi h loudspeake s and no
headphones) and he ideo we e poo (no e: ne wo k ins abili y).
Unlike his, howe e , he isk o dis ac ion and he nega i e social e ec s we e epo ed as
low.
F om he analysis o he ideo eco dings, some main issues we e iden i ied while using
HoloLens.
Fi s and mos impo an , a sa e y p oblem, when main enance wo ke s had o mo e hei
heads e y close o he machine; in case o o a ing machine o ho elemen s, i could lead
o inju ies.
An e gonomic issue, when main enance wo ke s had o s ay in uncom o able posi ions o
allow he expe o see some hing o in e es on he machine.
P oblems in da k condi ions, since he ideo was o poo quali y ( o he expe ) when he
ligh was low. And, e en mo e impo an , he in ed glass o he HoloLens educes he iew
o wo ke s.
Finally, p oblems o hea in noisy en i onmen s, again due o he usage o he loudspeake s.
Table 10: ques ionnai e on he compa ison HoloLens 2 – sma phone (Vo abe e al., 2020).
The compa ison wi h he usage o a sma phone e ealed he g ea ad an ages o HoloLens,
in e ms o e iciency and sa e y, as again indica ed in Table 10, bu also in ime educ ion,
since he asks sol ed by elephone equi ed abou 20% mo e ime.
By using he sma phones we e also iden i ied wo main p oblems.
An e gonomics issue, when wo ke s kep he phone be ween he head and hei shoulde s
when hey needed o use bo h hands o wo k. On o he cases hey le he phone on a able
o o a colleague. This issue could be sol e once again using headphones.
An o ien a ion issue, since i was di icul o ind a eas o in e es compa ed o he HoloLens.
The use o Mixed Reali y o enhance Facili y
Managemen e ec i eness, ocusing on
main enance ope a ions
54
his chap e . In gene al, all he alues a e es ima ions done by CBRE and i s
accoun s/clien s ha a e compu ed ying o be as close as possible o eali y.
The ime always e e s o he pe iod sa ed by a pe son o a eam om his/he / hei lea ing
o a el o he place un il his/he / hei e u n o he home acili y, while he cos some imes
only includes he a el expenses and no he wage spen o he employee.
The cos sa ings ake in o conside a ion he icke s o he main means o anspo (e.g.,
ai plane, ain, e c…), accommoda ions and ood, bu also all he ex a cos s such as axis,
o example. The cos o he mean o anspo a ion is compu ed also aking in o accoun
he pe iod o he jou ney, since i s cos changes massi ely depending on he day o he
week when employees a el, bu also he mon h o he yea .
Finally, CBRE used a webpage p o ided by he go e nmen o calcula e he CO2 emission
based on he a el se (Spanish Go e nmen , 2024).
Table 12: quan i a i e sa ings o he boile oom epai case (CBRE - con iden ial).
Quan i a i e sa ings
Value
Time sa ed o wai o he a ailabili y o he enginee ing eam and
hei a el o he building in Mad id
3 days
Cos sa ed
€595
T a el dis ance a oided
5443.8 km
Ca bon dioxide emission (CO2) a oided
1072 kg
Beyond his da a, ou goal is o unde s and which is he ac ual cos using he HoloLens,
compa ed wi h he si ua ion wi hou i , which is al eady compu ed.
The cos sa ing o €595 seems o include jus he cos o he pe son o mo e o he si e
om ab oad wi h a ligh , as well as he accommoda ion and ood, bu he cos o he
employee, in e ms o hou ly wage, has o be es ima ed. We can e e o a cos o he
expe o €35/hou imes 3 days (8 hou s/day), which esul s in €840 o he o al a el.
To pe o m he epai , we can assume abou 1 day and a hal o wo k o e he 3 days o
o al a el. Time sa ed wi h he HoloLens is 50%, conside ing ha he expe would no be
a ailable o sol e o he issues when spending ime o ge back o i s place.
The e o e, he o al cos s wi hou using he HoloLens is o :
𝑇𝑜𝑡𝑎𝑙 𝑐𝑜𝑠𝑡𝑠 𝑤𝑖𝑡ℎ𝑜𝑢𝑡 𝐻𝑜𝑙𝑜𝐿𝑒𝑛𝑠 = €595 + €840 = € 1435
On he o he side, he o al cos s using he HoloLens is jus :
𝑇𝑜𝑡𝑎𝑙 𝑐𝑜𝑠𝑡𝑠 𝑤𝑖𝑡ℎ 𝐻𝑜𝑙𝑜𝐿𝑒𝑛𝑠 = €840 ∗ 1.5
3
𝑑𝑎𝑦𝑠
𝑑𝑎𝑦𝑠 = € 420

55
To conclude:
𝐶𝑜𝑠𝑡 𝑤𝑖𝑡ℎ 𝐻𝑜𝑙𝑜𝐿𝑒𝑛𝑠
𝐶𝑜𝑠𝑡 𝑤𝑖𝑡ℎ𝑜𝑢𝑡 𝐻𝑜𝑙𝑜𝑙𝑒𝑛𝑠 = € 420
€ 1435 =29% →71% 𝑠𝑎𝑣𝑒𝑑 𝑤𝑖𝑡ℎ 𝑡ℎ𝑒 𝐻𝑜𝑙𝑜𝐿𝑒𝑛𝑠
Remo e epai o a ma ical ack sp aye
A manu ac u e ’s US-based enginee was in ol ed o sol e he mal unc ioning o a ma ical
ack sp aye ha was causing signi ican dis up ion o a clien in a majo R&D si e in he
UK. The enginee was o ced o a el om he US o Eu ope o isi he si e, bu was unable
o ix he sp aye , which was al eady ou o ac ion o o e 3 mon hs, leading o ens o
housands o pounds los in scien i ic down ime.
The ime and money spen o a el o e he A lan ic demons a ed ha i was no wo hy i .
E en ually, CBRE ILS enginee ing supe iso connec ed om he US h ough HoloLens o
p opose a solu ion ha , a e a ew days, wo ked.
Also in his case, he e ha e been no negligible quan i a i e sa ings, as indica ed in Table
13.
Table 13: quan i a i e sa ings o he emo e epai o a ma ical ack sp aye case (CBRE -
con iden ial).
Quan i a i e sa ings
Value
Time sa ed o he ansa lan ic a el be ween he US and he UK
30 hou s
Scien i ic down ime impac
€37,000
T a el cos a oided
€5500
T a el dis ance a oided
35,388 km
CO2 emission a oided
5745 kg
In his case, he expe was sen o he UK uselessly, so all his/he cos s could ha e been
a oided. The cos o he o he expe ha sol ed he issue is eally low compa ed o he
a el expendi u e, so we can assume a numbe close o 100% cos sa ing wi h he
HoloLens. Rega ding he ime sa ed, in his case i is no clea .
Gense c i ical ope a ion
In his scena io, he challenge was he mal unc ioning o he gene a ing se , which did no
ac i a e au oma ically when needed o supply he acili ies in Singapo e in case o powe
in e up ion.
The use o Mixed Reali y o enhance Facili y
Managemen e ec i eness, ocusing on
main enance ope a ions
56
To sol e he issue, he onsi e eam con ac ed he gense Subjec Ma e Expe s o ix a
mee ing, in o de o be helped emo ely h ough he HoloLens and no malise he sys em.
The g ea es bene i is clea ly he as esponse, being c ucial o ix he issue p omp ly, as
well as he o he sa ings lis ed in Table 14.
Table 14: quan i a i e sa ings o he gense c i ical ope a ion case (CBRE - con iden ial).
Quan i a i e sa ings
Value
To al ime sa ed
8 hou s
To al cos sa ed
€1000
T a el dis ance a oided
32 km
CO2 emission a oided
9.11 kg
In his case, 32 km is a eally sho dis ance which can be assumed in 1 hou and a hal o
e u n jou ney by ca o a pai o people (19% o ime sa ed), es ima ed he e o e in:
𝑇𝑜𝑡𝑎𝑙 𝑐𝑜𝑠𝑡 𝑜𝑓 𝑒𝑥𝑝𝑒𝑟𝑡𝑠 𝑤𝑖𝑡ℎ𝑜𝑢𝑡 𝐻𝑜𝑙𝑜𝐿𝑒𝑛𝑠 = €35
ℎ∗ 1.5 ℎ ∗ 2 𝑒𝑥𝑝𝑒𝑟𝑡𝑠 = € 105
Mo eo e , o he emaining €1000 - €105 = €895, he one and a hal hou s o go o he
place ou o he 8 o al hou s co esponds o:
𝑀𝑎𝑐ℎ𝑖𝑛𝑒 𝑑𝑜𝑤𝑛𝑡𝑖𝑚𝑒 𝑐𝑜𝑠𝑡 𝑤𝑎𝑖𝑡𝑖𝑛𝑔 𝑓𝑜𝑟 𝑒𝑥𝑝𝑒𝑟𝑡𝑠 = €895 ∗ 1.5
8= € 167
The emaining €728 is o ally due o he machine down ime and ep esen s he cos e en
when using he HoloLens.
To conclude:
𝐶𝑜𝑠𝑡 𝑤𝑖𝑡ℎ 𝐻𝑜𝑙𝑜𝐿𝑒𝑛𝑠
𝐶𝑜𝑠𝑡 𝑤𝑖𝑡ℎ𝑜𝑢𝑡 𝐻𝑜𝑙𝑜𝑙𝑒𝑛𝑠 = €728
€1000 =73% →27% 𝑠𝑎𝑣𝑒𝑑 𝑤𝑖𝑡ℎ 𝑡ℎ𝑒 𝐻𝑜𝑙𝑜𝐿𝑒𝑛𝑠
5.5.4 CBRE use cases - Remo e Assis – Ins alla ions
Pe o ming ancho ing li e on a Vi-Cell XR wi h HoloLens Guide and Remo e Assis
In his p ojec , as we discussed in some cases p e iously, he goal was o c ea e a guide
ha would be used o help in he p e en i e main enance ope a ions on a Vi-Cell XR.
Once c ea ed he guide, he pe son who was esponsible o pe o ming he ancho ing could
be assis ed emo ely by someone ained in he ield and also by he guide p e-c ea ed. In
57
his way, he ancho ing p ocess was comple ed quickly and he expe could help om
whe e he/she was wi hou he need o access he equipmen , sa ing a el ime and cos .
Supe ision o ins alla ion o clima e con ol machine
In his p ojec , he challenge was o supe ise he emo e ins alla ion o a clima e con ol
machine o DEUTSCHE Bank, which was scheduled o be done du ing he nigh , since he
ci y council allowed o in e up he a ic o he ime o he ins alla ion only du ing he da k
hou s.
The use o HoloLens allowed he supe ision o be done emo ely, wi hou he need o
commu e, which du ing he nigh is e y labo ious, sa ing he alues indica ed in Table 15.
Table 15: quan i a i e sa ings o he supe ision o ins alla ion o clima e con ol machine case
(CBRE - con iden ial).
Quan i a i e sa ings
Value
To al ime sa ed
3 days
To al cos sa ed
€595
T a el dis ance a oided
5448.8 km
CO2 emission a oided
1073.41 kg
Simila ly o he case analyzed be o e, we can assume abou 1 day and a hal o wo k du ing
he nigh o e he 3 days o o al a el o pe o m he job (50% o ime sa ed).
Clea ly, he cos sa ed o €595 includes only he expense o he pe son mo ing o he si e
om ab oad (being 5448 km ypically co e ed by plane and a ound €600 he es ima ed cos
o a las -minu e e u n icke in Eu ope), wi h all he cos s ha de i e om i . Re e ing o a
cos o he expe o €35/hou imes 3 days (8 hou s/day), i means €840 o he o al a el.
The e o e, he o al cos s wi hou using he HoloLens is o :
𝑇𝑜𝑡𝑎𝑙 𝑐𝑜𝑠𝑡𝑠 𝑤𝑖𝑡ℎ𝑜𝑢𝑡 𝐻𝑜𝑙𝑜𝐿𝑒𝑛𝑠 = €595 + €840 = € 1435
On he o he side, he o al cos s using he HoloLens is jus :
𝑇𝑜𝑡𝑎𝑙 𝑐𝑜𝑠𝑡𝑠 𝑤𝑖𝑡ℎ 𝐻𝑜𝑙𝑜𝐿𝑒𝑛𝑠 = €840 ∗ 1.5
3
𝑑𝑎𝑦𝑠
𝑑𝑎𝑦𝑠 = € 420
To conclude,
𝐶𝑜𝑠𝑡 𝑤𝑖𝑡ℎ 𝐻𝑜𝑙𝑜𝐿𝑒𝑛𝑠
𝐶𝑜𝑠𝑡 𝑤𝑖𝑡ℎ𝑜𝑢𝑡 𝐻𝑜𝑙𝑜𝑙𝑒𝑛𝑠 = € 420
€ 1435 =29% →71% 𝑠𝑎𝑣𝑒𝑑 𝑤𝑖𝑡ℎ 𝑡ℎ𝑒 𝐻𝑜𝑙𝑜𝐿𝑒𝑛𝑠
The use o Mixed Reali y o enhance Facili y
Managemen e ec i eness, ocusing on
main enance ope a ions
58
In Table 16, all he bene i s s udied in he hesis ega ding bo h main enance and ins alla ion
p ocesses a e esumed. In ui i ely, some o hem a e ela ed only o one o he wo.
Fo he calcula ion pe o med o es ima e he di e ence in cos sa ings be ween he case
using he HoloLens and he case wi hou , we can di ide i in o wo hough s.
In he case o sho a el (i.e., close o he place and going by ca ), he es ima ed sa ings
using he HoloLens is a ound 71% o he o al cos s wi hou i s help. Fo a medium-leng h
jou ney, he case o he in e na ional ligh ha would be needed, showed a educ ion o 71%
on he expenses. Finally, o long-dis ance a el, like in he case o in e con inen al
commu es, he sa ings a e way highe , being close o 100%.
(*) Da a e e jus o a ew cases and a e no ep esen a i e o all CBRE applica ions.
Table 16: bene i s o MR o Remo e Assis – main enance and ins alla ions. A compa ison be ween
CBRE and he li e a u e (au ho ’s own wo k).
Main enance and ins alla ion bene i s
CBRE
Li e a u e
O e lay o in o ma ion in he su ounding en i onmen (e.g.,
schemes, ins alla ion ins uc ions, asse condi ions,
main enance his o y, digi al manuals, …)
Yes
Yes
Hands- ee ope a ion, a oidance o keeping useless s u in
he hands (e.g., sma phone, manuals, …)
Yes
Yes, +20% o
ime wi h a
sma phone
Real- ime ins uc ions h ough he Guides, o bo h p e en i e
and eac i e main enance and o ins alla ion p ocesses
Yes
Yes
Di ec ly ans e audio and ideo o an expe connec ed
emo ely
Yes
Yes
Imp o ed Heal h & Sa e y o he use
Yes
Yes
The la es echnology a ac s and e ains employees.
Knowledge e en ion by he use when doing main enance
ope a ions.
/
Yes
Inc eased p oduc i i y o he ield echnician, who can a oid
explaining issues bu jus showing hem o he emo e
expe s
/
25%
Time sa ed o wai o he a ailabili y and a elling o he
enginee ing expe (s) - down ime educ ion - inc eased
p oduc i i y
20% on sho
a el, 50% on
medium ones*
23.5%
Cos sa ed, when sending o he si e jus a HoloLens use i
no al eady he e. Dis ibu ed on he inciden al cos s o
ligh s, ca s, ho els, ood and be e ages
27% on sho
a el, 71% on
medium ones,
100% on long
ones*
Be ween 20%
and 50%
59
T a el dis ance a oided, when sending o he si e jus a
HoloLens use i no al eady he e
Depends on
he dis ance
Depends on
he dis ance
Ca bon dioxide emission (CO2) a oided
Depends on
a el dis ance
Depends on
a el dis ance
In he p e ious able, i has been s a ed ha he a el sa ed, and so he CO2 a oided,
depends on he dis ance, which is he one be ween he home acili y and he place whe e
he in e en ion is needed. In ac , i is no possible o ind a ela ion in he di e en cases
o such da a.
This is alid o all he ables in his chap e whe e i will be indica ed “depends on he
dis ance”.
The same hing can be s a ed o he ime sa ed, which depends on many ac o s, such as
he dis ance, he a ailabili y o he expe s, he ime o epai and so on. F om he cases
desc ibed, his poin seems o e es ima ed by CBRE which ends o no e alua e he wai ing
ime o he enginee s, bu i is once again di icul o s a e om he da a in possession.
Mo eo e , ega ding he cos sa ings, CBRE ends o o e es ima e he numbe s, so
belie ing he echnology is mo e wo h i han i migh be.
5.5.5 CBRE use cases - Inspec ions
Plan oom inspec ion
In his case, a young and jus g adua ed employee o CBRE GWS (Global Wo kplace
Solu ions) was equi ed o inspec a plan oom in London o ensu e ha a un coil was
unning no mally. The di icul y was ha he new employee did no ha e he expe ience o
pe o m he ask and his manage , who is he esponsible, was unable o isi he si e.
Bu , hanks o he HoloLens, he guy managed o a ange a i ual mee ing h ough
Mic oso Teams o be assis ed by his senio colleague.
Table 17: quan i a i e sa ings o he plan oom inspec ion case (CBRE - con iden ial).
Quan i a i e sa ings
Value
To al ime sa ed
4 hou s
To al cos sa ed
€255
T a el dis ance a oided
550 km
CO2 emission a oided
66 kg

The use o Mixed Reali y o enhance Facili y
Managemen e ec i eness, ocusing on
main enance ope a ions
60
In his case, being he CO2 emi ed e y low compa ed o he dis ance co e ed, i looks like
he mean o anspo was a ain, which is he one wi h he lowes ca bon oo p in .
The 4 hou s sa ed a e he ime o he e u n jou ney o he senio expe (50% ime sa ed),
which can be compu ed as:
𝐶𝑜𝑠𝑡 𝑠𝑎𝑣𝑒𝑑 𝑜𝑓 𝑤𝑎𝑔𝑒 𝑠𝑒𝑛𝑖𝑜𝑟 𝑡𝑒𝑐ℎ𝑛𝑖𝑐𝑖𝑎𝑛 = 4 ℎ ∗ 35€
ℎ= € 140
The emaining €115 ep esen s he cos o he e u n ain icke , since he e a e no any
o he cos s ela ed o machine down ime, i.e. i is jus an inspec ion.
The HoloLens could no a oid he commu e o he young echnician o go o he si e, which
con ains bo h he €115 icke p ice and an es ima ed:
𝐶𝑜𝑠𝑡 𝑜𝑓 𝑤𝑎𝑔𝑒 𝑦𝑜𝑢𝑛𝑔 𝑡𝑒𝑐ℎ𝑛𝑖𝑐𝑖𝑎𝑛 = 4 ℎ ∗ 25€
ℎ= € 100
The e o e:
𝐶𝑜𝑠𝑡 𝑤𝑖𝑡ℎ 𝐻𝑜𝑙𝑜𝐿𝑒𝑛𝑠
𝐶𝑜𝑠𝑡 𝑤𝑖𝑡ℎ𝑜𝑢𝑡 𝐻𝑜𝑙𝑜𝑙𝑒𝑛𝑠 = €100 + €115
€140 + €115 + €100 + €115 = 46% →54% 𝑐𝑜𝑠𝑡 𝑠𝑎𝑣𝑒𝑑
Si e isi o PWG mee ing
The managemen o a p ojec equi es a g ea unde s anding o all he shapes o i .
Some imes, i is e y impo an o isi a si e in o de o be e isualize he si ua ion in
discussion. Bu o ganizing si e isi s o sa is y he a ailabili y o all he eques ed people is
e y complica ed, since no all membe s o a PWG (Planning Wo king G oup) could
pa icipa e, as in his case om Singapo e. Fo hose who could no join, i may hen be
di icul o e ie e in o ma ion and unde s and he discussions.
By a anging a no mal i ual mee ing, i won’ be ha clea bo h o see and o lis en o
people and spaces, while by wea ing he HoloLens, he esponsible o he isi ( ypically
he P ojec Manage ) can conduc a i ual ou and walk h ough he issue in discussion,
allowing he PWG o be e unde s and he si e and i s de elopmen in eal- ime.
Table 18: quan i a i e sa ings o he si e isi o PWG mee ing case (CBRE - con iden ial).
Quan i a i e sa ings
Value
To al ime sa ed
8 hou s
T a el dis ance a oided
50 km
CO2 emission a oided
100 kg
61
In his scena io, we do no ha e any da a on he cos s sa ed.
IT oom isk assessmen
In his case s udy, he echnical eam leade o he Mad id si e o CBRE, José Manuel
Ba agan, had o ca y ou a isk assessmen o he c i ical oom o he Da a P ocessing
Cen e alongside he egional enginee ing eam, in p epa a ion o a u u e p ojec o space
educ ion. The egional eam is loca ed in Belgium and has wo membe s who would ha e
o a el.
Thanks o he usage o a HoloLens de ice a ailable in Mad id, he egional enginee ing
eam could obse e he c i ical space, wi hou he need o be on he ield, o hen p o ide a
solu ion o he clien . F om emo ely, he eam had he possibili y o access o mo e da a
and imp o e communica ion.
Table 19: quan i a i e sa ings o he IT oom isk assessmen case (CBRE - con iden ial).
Quan i a i e sa ings
Value
To al ime sa ed
5 days
To al cos sa ed
€940
T a el dis ance a oided
5503.8 km
CO2 emission a oided
1084.24 kg
He e we can assume abou 3 days and a hal o wo k o e he 5 days o o al a el o
pe o m he job (30% o ime sa ed).
The cos sa ed o €940 includes, simila ly as be o e, only he cos o he 2 expe s mo ing
o he si e om ab oad by plane, wi h all he cos s o accommoda ion, ood, e c...
Conside ing he cos o he expe o €35/hou imes 5 days (8 hou s/day), i esul s in
€1400 o each o hem.
The e o e, he o al cos s wi hou using he HoloLens is o
𝑇𝑜𝑡𝑎𝑙 𝑐𝑜𝑠𝑡𝑠 𝑤𝑖𝑡ℎ𝑜𝑢𝑡 𝐻𝑜𝑙𝑜𝐿𝑒𝑛𝑠 = €940 + €2800 = € 3740
On he o he side, he o al cos s using he HoloLens is jus :
𝑇𝑜𝑡𝑎𝑙 𝑐𝑜𝑠𝑡𝑠 𝑤𝑖𝑡ℎ 𝐻𝑜𝑙𝑜𝐿𝑒𝑛𝑠 = €2400 ∗ 3.5
5
𝑑𝑎𝑦𝑠
𝑑𝑎𝑦𝑠 = € 1680
To conclude,
𝐶𝑜𝑠𝑡 𝑤𝑖𝑡ℎ 𝐻𝑜𝑙𝑜𝐿𝑒𝑛𝑠
𝐶𝑜𝑠𝑡 𝑤𝑖𝑡ℎ𝑜𝑢𝑡 𝐻𝑜𝑙𝑜𝑙𝑒𝑛𝑠 = € 1680
€ 3740 =45% →55% 𝑠𝑎𝑣𝑒𝑑 𝑤𝑖𝑡ℎ 𝑡ℎ𝑒 𝐻𝑜𝑙𝑜𝐿𝑒𝑛𝑠
The use o Mixed Reali y o enhance Facili y
Managemen e ec i eness, ocusing on
main enance ope a ions
62
Roo op audi
Recen ly, José o he Mad id b anch o he DEUTSCHE Bank was acing ano he common
challenge. The on-si e echnician and main enance supe iso had o ca y ou an audi o
he oo op equipmen wi h he egional enginee ing eam.
The echnician no mally wo ks in Mad id, while he egional enginee ing eam ( he same as
be o e) would ha e o mo e om hei place o he building in Mad id o ca y ou he
inspec ion.
Bu he e is whe e he use o Mic oso HoloLens comes up o acili a e he p ocedu e. The
echnician, once wo n he lenses, was able o show he enginee ing eam in eal ime wha
he was seeing, wi hou he need o hei physical p esence. Th ough he de ice, he
enginee ing eam checked no mally he c i ical equipmen .
This easiness b ings o di ec quali a i e bene i s: g ea accessibili y, ime and cos s sa ed,
good da a quali y o he clien ’s asse s and people's well-being o he a el a oidance.
Table 20: quan i a i e sa ings o he oo op audi case (CBRE - con iden ial).
Quan i a i e sa ings
Value
To al ime sa ed
2 days
To al cos sa ed
€650
T a el dis ance a oided
5488.8 km
CO2 emission a oided
1081.24 kg
We can assume abou 6 hou s o wo k o e he 2 days (16 hou s) o o al a el o pe o m
he job (67% o ime sa ed).
The cos sa ing o €650 includes, as be o e, he cos o he 2 expe s mo ing o he si e
om ab oad and he daily cos s o li e in Mad id.
Conside ing he cos o he expe o €35/hou imes 2 days (8 hou s/day), i esul s in
€1120 o bo h o hem.
The e o e, he o al cos s wi hou using he HoloLens is o :
𝑇𝑜𝑡𝑎𝑙 𝑐𝑜𝑠𝑡𝑠 𝑤𝑖𝑡ℎ𝑜𝑢𝑡 𝐻𝑜𝑙𝑜𝐿𝑒𝑛𝑠 = €650 + €1120 = € 1770
On he o he side, he o al cos s using he HoloLens is jus :
𝑇𝑜𝑡𝑎𝑙 𝑐𝑜𝑠𝑡𝑠 𝑤𝑖𝑡ℎ 𝐻𝑜𝑙𝑜𝐿𝑒𝑛𝑠 = €560 ∗ 6
16
ℎ𝑜𝑢𝑟𝑠
ℎ𝑜𝑢𝑟𝑠 = € 210
63
To conclude,
𝐶𝑜𝑠𝑡 𝑤𝑖𝑡ℎ 𝐻𝑜𝑙𝑜𝐿𝑒𝑛𝑠
𝐶𝑜𝑠𝑡 𝑤𝑖𝑡ℎ𝑜𝑢𝑡 𝐻𝑜𝑙𝑜𝑙𝑒𝑛𝑠 = € 210
€ 1770 =12% →88% 𝑠𝑎𝑣𝑒𝑑 𝑤𝑖𝑡ℎ 𝑡ℎ𝑒 𝐻𝑜𝑙𝑜𝐿𝑒𝑛𝑠
Table 21 esumes all he bene i s included in he hesis ha a e ela ed o he inspec ion
p ocesses.
Table 21: bene i s o MR o inspec ions. A compa ison be ween CBRE and he li e a u e (au ho ’s
own wo k).
Inspec ion p ocesses bene i s
CBRE
Li e a u e
Make inspec ion emo ely i an employee canno be on-si e
o a ious easons (e.g. p egnan woman, inju ed
people, …)
Yes
Yes
Di ec ly ans e audio and ideo o he inspec o s
connec ed emo ely
Yes
Yes
Cap u e pho os and ideos o c ea e documen s and epo s
Yes
Yes
Imp o ed Heal h & Sa e y o he use
Yes
Yes
The la es echnology a ac s and e ains employees.
Knowledge e en ion by he use when doing main enance
ope a ions.
/
Yes
Time sa ed o wai o he a ailabili y and a elling o he
enginee ing expe (s) - down ime educ ion - inc eased
p oduc i i y
Depends on he
case
23.5%
Cos sa ed, when sending o he si e jus a HoloLens use i
no al eady he e. Dis ibu ed on he inciden al cos s o
ligh s, ca s, ho els, ood and be e ages
A ound 50-55%
o sho a el
and long ones
wi h many days
o wo k, 88%
o long ones
bu as
inspec ions*
Be ween 20%
and 50%
T a el dis ance a oided, when sending o he si e jus a
HoloLens use i no al eady he e
Depends on he
dis ance
Depends on
he dis ance
Ca bon dioxide emission (CO2) a oided
Depends on
a el dis ance
Depends on
a el dis ance
As o he main enance and ins alla ion cases, he conclusions a e simila .
The use o Mixed Reali y o enhance Facili y
Managemen e ec i eness, ocusing on
main enance ope a ions
70
hou s o wo k alone, when i is e y i ial o call he supplie s o he enginee s o ask o
suppo and show hem he ask.
The echnician also eels ee o sugges ideas o imp o e p ocesses and ool usage o his
manage , since he is he pe son wi h mo e expe ience wi h i and so mo e eliable.
Mo ing o his expe ience, he ga e examples o when he HoloLens sa ed a lo o money o
he company.
One o he cases happened when i was possible o sa e a lo o ime connec ing emo ely
wi h a eam o enginee s ha helped him o a oid he gene a o se om collapsing.
In ano he case, in Mallo ca, he lenses sa ed days o down ime o he wo k low o a
company whose ai condi ione collapsed. This issue made he empe a u e inc ease abo e
27 °C, which is he maximum limi o wo k in ha si e o sa e y easons. The main enance
eam sen jus one expe who was a ailable and able o ly o he island wi h he HoloLens.
The expe s, connec ed emo ely, could soon ind he issue and send he echnicians
expe s o he p oduc and he ma e ials equi ed o he epa a ion in a imely manne .
As José said, he HoloLens makes he wo k calme and mo e secu e, because his eam is
conscious hey can sol e issues mo e quickly and easily.
Coming o he so e poin s, so he d awbacks, he i s one, and mos equen , ha he
echnician no iced a e he connec i i y issues. Some imes he e is a lack o ne wo k and
wi hou a connec ion, i is no possible o do any hing, om ideo calling o looking o
documen s. This happens especially when wo king unde g ound.
In gene al, José epo s ha he lenses don’ i e he eyes o i i a e heme e en o long
pe iods o usage, and ha he can pe ec ly see la e ally, as i was s a ed when iden i ying
he bes de ice in he ma ke in he ela i e chap e . On he o he hand, i is a bi annoying
o ha e a bel on he head and ha e o ely on a ba e y ha las s a ound 2 hou s and a hal
and is impossible o subs i u e, e en i i is possible o wo k wi h he cha ge plugged.
E en ually, when asked wha he would miss abou his job wi hou he HoloLens, he eplied
wi h he lack o expe ience he could make, he loss o oday’s calm and he need o spend
a lo o ime asking and p ay o expe s o come o he si e o help him.
Fo José, he company also conside ed he posi i e en i onmen al impac be o e adop ing
he HoloLens, no jus as a seconda y ad an age. The ac ha a lo o people can a oid
displacemen using ai c a , ains and machines was no jus a consequence bu an
objec i e o CBRE.

71
6.2 Su ey on use s’ eelings: CBRE echnicians epo hei hough s on
Mic oso HoloLens usage
F om he inpu s and he ideas collec ed om he in e iew wi h José and o u he explo e
he opic o he MR use s’ eelings, a 10-ques ion su ey has been sen o 33 CBRE
echnicians a ound Eu ope who use Mic oso HoloLens 2 in hei jobs.
Fi een o hem answe ed he ques ionnai e.
No e. Fi een answe s a e no a signi ican numbe o a su ey, bu hey a e s ill alid o
ha e some insigh s on he ma e , which is ou objec i e.
The i s h ee ques ions aim o unde s and he gene al usage o he lenses.
Fi s ly, when asked how long he echnicians ha e been using he MR de ice (Figu e 16),
mo e han hal o hem epo ed o ha e adop ed i in hei job o mo e han 2 yea s, while
he emaining is di ided in o be ween 1 and 2 yea s (20%), 6 mon hs - 1 yea (13%) and
less han 6 mon hs (13%).
In ac , CBRE in oduced he HoloLens g adually abou 3 yea s ago and, li le by li le, mo e
accoun s ha e implemen ed i .
Figu e 16: Answe s o ques ion 1 o he su ey (au ho ’s own wo k).
The use o Mixed Reali y o enhance Facili y
Managemen e ec i eness, ocusing on
main enance ope a ions
72
Secondly, ega ding he equency o i s usage (Figu e 17), mos o he use s (47%) epo ed
o use i a ew imes a mon h, ollowed by abou once a week (20%) and, on he same le el
(13.3%), a ew imes a week and once a mon h.
CBRE's willingness is o inc ease i s equency o usage in o de o eco e he cos o he
HoloLens implemen a ion in a sho e ime and, in gene al, educe he cos s o each ac i i y
ha can be pe o med h ough he lenses.
Figu e 17: Answe s o ques ion 2 o he su ey (au ho ’s own wo k).
73
Finally, o he in oduc ion ques ions, he in e iewed people ha e been asked abou he
ac i i ies o which hey mos use he HoloLens, as shown in Figu e 18.
In his case, 73% o hem epo ed using he de ice o emo e assis ance o
oubleshoo ing, ollowed by main enance ope a ions (60%) and emo e assis ance o
inspec ions (53%). Lowe pe cen ages ha e been assigned o aining (27%) and emo e
assis ance o ins alla ions (7%).
No e ha he answe s a e in line wi h he su ey o Kenne h O’B ien ha ha e been
analysed in chap e 5.
These answe s demons a e he e ec i eness o using he HoloLens by connec ing wi h
emo e expe s o be helped o apidly ind i ems o epai in machine y o pe o m asks
hey a e no able o comple e on hei own, which is ypical o oubleshoo ing and
main enance ope a ions. The same way o hinking is alid o inspec ions, when expe s
o en a oid o commu e hanks o he HoloLens capabili ies.
I s use o aining migh be limi ed o hose ew use s ha mainly each o o he s all he
unc ionali ies o he de ices in hei i s usage in he aining pe iod.
Figu e 18: Answe s o ques ion 3 o he su ey (au ho ’s own wo k).
The use o Mixed Reali y o enhance Facili y
Managemen e ec i eness, ocusing on
main enance ope a ions
74
Mo ing o he ques ions ha we e he objec i e o such a su ey, o help he in e iewed
use s unde s and which bene i s he su ey was aimed o analyse, he mos impo an o
hem we e lis ed (Figu e 19), so ha he echnicians could choose which one o hem joined
hei wo king li e since he in oduc ion o he HoloLens. Ob iously, mo e o hem could be
selec ed.
Almos all o he echnicians eached (87%) epo ed an imp o emen in hei skills as a
bene i , while wo- hi ds o hem (67%) ag eed ha he de ice led o a be e ecogni ion o
hei job and a gene al inc ease in hei job sa is ac ion.
Such a esul on he imp o emen o he skills was expec ed, since he in oduc ion o he
de ice and he lea ning p ocess on how o use i o su e inc ease he knowledge o he
use s bo h on he de ice i sel and on he ac ha , as epo ed by José in he in e iew, he
echnician has become able o di ec ly pu in hands on he machine y while being assis ed,
di e en ly om wha he/she was used o do be o e, i.e. only he expe s could sol e he
issues.
Almos 50% o he in e iewed el a g ea e inclusion in he o ganiza ion compa ed o he
p e-implemen a ion scena io, while jus 27% hough abou an enhanced ca ee
de elopmen .
Figu e 19: Answe s o ques ion 4 o he su ey (au ho ’s own wo k).
75
Ques ions om 5 o 9 del e in o each one o he bene i s lis ed be o e.
The goal is o assess, in quali a i e e ms, how much he echnician has el hose ac o s
compa ing he p e and pos -implemen a ion o he HoloLens scena io.
A quali a i e scale is p o ided o each ques ion o ga he eedback on he imp o emen o
he eg ession using he de ice.
Ques ion 5 (Figu e 20) ocused on he impac o he HoloLens o imp o e use s’ skills.
73% o he esponden s el a signi ican imp o emen , 20% a ‘somewha imp o emen ’ and
jus 7% no changes.
These answe s ema k once again on wha we p e iously s a ed.
Figu e 20: Answe s o ques ion 5 o he su ey (au ho ’s own wo k).

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Almos hal o he pa icipan s (47%) assessed a g ea imp o emen (‘ e y much’) in job
ecogni ion wi hin he o ganisa ion, while and ‘ex emely’ and ‘mode a ely’ imp o emen has
been indica ed by 20% o he in e iewed each, as in Figu e 21.
Fo su e he echnicians ha e demons a ed hei compe ences and hei g ea e
con ibu ion o sol ing p oblems since he adop ion o he de ice. Fo example, hei abili y
o sha e hei wo k hough he de ice is a alid demons a ion ha hei e o s a e seen by
he highe le els o he o ganiza ion and by hei colleagues.
Fu he mo e, independence, au onomy and empowe men ha e all inc eased, making hem
eel us ed o hei job by o he s.
The eason why he in e iewed did no eel an ‘ex eme’ ecogni ion migh be because o
he ac ha hey a e no conscious o ha , o ha manage s and colleagues do no exp ess
hei espec o echnicians’ wo k.
Figu e 21: Answe s o ques ion 6 o he su ey (au ho ’s own wo k).
77
When asked how he in oduc ion o he HoloLens has con ibu ed o he echnicians’ ca ee
g ow h (Figu e 22), 47% answe ed neu ally, meaning ha hey ha e no aken his bene i
in o accoun , o hei posi ion in he company has simply s ill been he same.
I will p obably ake mo e ime o assess how he de ice has imp o ed hei ca ee .
Those who epo ed ha he knowledge on he usage o he lenses helped (27%) o g ea ly
helped (20%) hei ca ee g ow h migh ha e expe ienced a job p omo ion inside he
company o a be e ecogni ion as a aluable esou ce o ind an imp o ed job posi ion
ou side o he company.
Figu e 22: Answe s o ques ion 7 o he su ey (au ho ’s own wo k).
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Mo ing o he eigh h ques ion (Figu e 23), use s ha e answe ed abou how hey belie e he
use o he HoloLens has con ibu ed o alen e en ion.
In his case, esul s a e mo e sca e ed, bu he majo i y (40%) epo ed jus a sligh bene i
on he ma e . This opic is o su e a ough one o assess and such a esul was expec ed.
I is impo an o ema k on hose eally posi i e answe s (13% ex emely and 7% e y
much), which a e di ec ly ela ed o cases whe e use s expe ienced hemsel es o in hei
eam uly belie e he de ice has kep hem in he o ganisa ion.
Figu e 23: Answe s o ques ion 8 o he su ey (au ho ’s own wo k).
79
Finally, when asked how he MR de ice a ec ed echnicians’ o e all job sa is ac ion, mo e
han hal o hem (53%) epo ed a signi ican inc ease (Figu e 24).
This is due o ac o s such as lexibili y o wo king condi ions, imp o ed sa e y, educed
wo k- ela ed s ess h ough emo e wo king and all hose bene i s o Indus y 5.0 ha we e
al eady desc ibed and a e esumed in he ollowing pa ag aph.
Figu e 24: Answe s o ques ion 9 o he su ey (au ho ’s own wo k).
The las one is an open ques ion, which asks echnicians o answe wo ma e s eely.
Fi s , i was asked o men ion any po en ial applica ions o Mic oso HoloLens 2 beyond he
cu en common asks pe o med.
The mos picked answe is he AI in eg a ion, which was announced and i s es ed in 2024
and is expec ed o be a huge s ep o wa d o imp o e he low and e ec i eness o any ask.
One use sugges ed using he HoloLens o show hei cus ome s he acili ies, which is
some hing ha can al eady be ac ually done.
Ano he echnician would like o adop he lenses also o ask p e-planning and job analysis,
because he echnology can lead o a mo e expansi e assessmen , lea ing less oom o
e o .
Simila ly, he HoloLens could be used also o sa e y assessmen s.
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9 Analysis and assessmen o en i onmen al and social
implica ions
This sec ion p o ides an analysis o he en i onmen al and social impac s o adop ing Mixed
Reali y in Facili y Managemen . I e alua es how MR echnologies, p ima ily Mic oso
HoloLens, con ibu e o sus ainabili y mainly by educing a el and he e o e ca bon
emissions, bu also enhancing social well-being by imp o ing wo k-li e balance and
inclusi i y. The use o MR is in line wi h many Sus ainable De elopmen Goals, o which
we will explo e i s good in luence on heal h, gende equali y, economic g ow h, inno a ion
and clima e ac ion.
The adop ion o Mixed Reali y in Facili y Managemen ac i i ies showed he po en ial o
c ea e g ea en i onmen al and social impac s, ac o s ha a e becoming e y impo an o
oday’s human-cen ed companies.
MR echnologies, such as Mic oso HoloLens, ha e ans o med indus ial and
main enance ope a ions by p o iding eal- ime da a isualiza ion, emo e suppo and
in e ac i e aining, among o he s, he e o e educing he need o physical p esence and
a el o wo ke s.
The inno a ion has demons a ed i s o all o imp o e he e iciency o he ac i i ies, bu
also o con ibu e o he en i onmen al sus ainabili y by educing ca bon emissions and
ma e ials consump ion. In ac , he dec ease o onsi e isi s and he ela i e a el o bo h
echnicians and enginee s has esul ed in a signi ican educ ion in CO2 emissions, in
pa icula o hose long jou neys o apid main enance o ins alla ion ope a ions.
Mo eo e , MR showed o suppo ene gy e iciency hanks o he op imiza ion o he
managemen o he acili ies and hei asse s (be e moni o ing and p edic i e
main enance), which has educed unnecessa y ene gy consump ion.
As con i med by CBRE’s manage s and du ing he in e iew wi h José Manuel Ba agan,
he educ ion o a el and he e o e CO2 emission, was no jus a consequence o he
implemen a ion o he HoloLens, bu i was a decla ed objec i e by he company.
Rega ding he social impac , he implemen a ion o MR is pe ec ly aligned wi h he
p inciples o Indus y 5.0, which ocuses on human well-being, wo k-li e balance and sa e y.
Thanks o he allowing o emo e ope a ions, MR pe mi s employees, including ulne able
people like p egnan women o hose wi h limi ed mobili y (as demons a ed in he use
cases), o pe o m asks om home o in a sa e en i onmen .
This possibili y o lexibili y is shown o educe s ess and enhance he wo k-li e balance by
dec easing physical and men al s ain and ime spen mo ing o he si e (commu ing).

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Fu he mo e, MR acili a es aining p ocedu es and e ec i eness, p o iding imme si e and
hands-on lea ning expe iences ha a e possible om anywhe e, and so p omo ing
inclusi i y.
The use cases ha we e analysed, also demons a e ha MR is aligned wi h some
egula ions in he sec o . Fo example, he echnology is adap ed o he objec i e o he ISO
41001 s anda d o helping o ganiza ions o imp o e he in eg a ion o people, places,
p ocesses and echnologies o op imize he pe o mance o he managemen o ins alla ions.
Fu he mo e, he Mixed Reali y is also aligned wi h he objec i es o he WELL Ce i ica ion,
which suppo s he well-being, heal h and com o o he people who wo k in he ins alla ions.
Rega ding CBRE company i sel , i is unde aking p oac i e measu es o make i s p ope ies
mo e en i onmen ally iendly. In 2021, i ag eed o each ne ze o ca bon emissions by
2040, by elying on a deca boniza ion plan o educe he emissions gene a ed h ough i s
ope a ions and by he p ope ies managed (CBRE Websi e - Co po a e Responsibili y,
2024).
CBRE is also guided by he RISE alues, an ac onym coined by he Ame ican company o
alue Respec , In eg i y, Se ice and Excellence.
Fo CBRE, people a e i s hea and c i ical o he success o he o ganisa ion. The company
aims o “c ea e oppo uni ies so all people h i e by ocusing on Di e si y, Equi y and
Inclusion (DE&I) ini ia i es, lea ning and de elopmen , wo kplace sa e y and well-being, and
communi y impac ”.
CBRE also ca es abou employee well-being in e e y business decision by se ing high
s anda ds and policies on sa e y and employee sa is ac ion, so ha people e u n home
sa e and well a he end o e e y wo kday.
Manage s a e educa ed abou he impo ance o p io i izing well-being and how o
communica e people’s bene i s.
The wo kplaces physically suppo good heal h, com o , p oduc i i y, awa eness and i ali y,
aiming also o de elop posi i e ela ionships be ween colleagues (CBRE Websi e -
Co po a e Responsibili y, 2024).
Mixed Reali y implemen a ion in Facili y Managemen aligns wi h some o he se en een
Sus ainable De elopmen Goals (SDGs). Le ’s di e in o he ones ha a e ela ed (Uni ed
Na ions, 2024).
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SDG 3 - Good Heal h and Well-being
We ha e seen ha Mixed Reali y helps educe physical a igue, o e s mo e lexible
wo kspaces and educes he need o onsi e a el. I also imp o es men al and physical
heal h, p omo es e gonomics, dec eases he isk o e o s and acciden s and suppo s a
heal hie wo k-li e balance.
SDG 5 - Gende Equali y
MR suppo s gende equali y by o e ing lexible wo king condi ions, which we ha e
demons a ed in a case being e y bene icial o p egnan women.
SDG 8 - Decen Wo k and Economic G ow h
MR enhances he sa e y and lexibili y o he wo kplace, c ea ing mo e p oduc i e and
heal hy wo king condi ions. Thanks o he aining capabili ies, i also suppo s he
de elopmen o employees’ skills, and so he economic g ow h.
SDG 9 - Indus y, Inno a ion and In as uc u e
The adop ion o inno a i e MR echnology is di ec ly ela ed o he imp o emen o indus ial
mode niza ion, e y bene icial o he in as uc u e.
SDG 13 - Clima e Ac ion
The educed need o a el o he wo ke s has allowed hem o educe hei mo emen
using he means o anspo , wi h he consequence o lowe ca bon emissions. This
con ibu es o he igh agains clima e change.
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Conclusions
The s udy demons a ed ha Mixed Reali y echnologies, especially he Mic oso HoloLens,
o e signi ican ad an ages in Facili y Managemen , in pa icula in main enance ope a ions.
In i s app oach o conside ing sa ings om he in oduc ion o Mic oso HoloLens, CBRE
should assess all he bene i s men ioned and keep ack o he cos s, when possible, since
he e alua ion o he quan i a i e sa ings oge he wi h he expendi u es, is c ucial o make
esponsible decisions on he company’s MR p og am.
Fo su e, he pa h unde aken by he company o in oducing MR is co ec , as ag eed by
he alida ion o he da a wi h he use cases om he scien i ic communi y, bu a be e and
mo e comp ehensi e nume ical e alua ion o he quan i a i e ad an ages is s ongly
sugges ed, especially because da a om CBRE ends o o e es ima e he sa ings hey a e
calcula ing and igno ing o he bene i s.
Wi h a g ea e acquisi ion o da a, i would also be possible o in oduce KPIs and s udy he
imp o emen s o SLAs.
Sha ing he esul s wi h a wide communi y is essen ial.
Wi h he a icles and p esen a ions p epa ed o IFMA España and ACFM, he use cases o
DEUTSCHE Bank a e se o be p esen ed. Da a p o ided by he accoun we e included,
oge he wi h he indings om he li e a u e, o gi e he sec o expe s he co ec isibili y
on he echnology.
In Decembe , he p esen a ion o he IFMA España communi y in Mad id ga he ed g ea
a en ion on he subjec , being classi ied in o he op 5 bes Good & Bes p ac ices in Facili y
Managemen o Spain in 2024.
Posi i e eedback is also expec ed o he p esen a ion o ACFM, which will ake place in
Feb ua y 2025.
A mo e comple e e alua ion o quali a i e sa ings is also sugges ed o CBRE, so ha he
company can be conscious o he di ec and indi ec posi i e e ec s o he echnology and
in o m use s and make hem awa e o all he quali a i e bene i s hey a e going owa ds,
ollowing he p inciples o Indus y 5.0.
I is also c ucial o in e ene o limi he d awbacks ha his echnology p esen s, ying o
an icipa e use s’ nega i e eedback.
The Ex ended Reali y, being a sec o ha is alimen ed by inno a ions, annually p oposes
new de ices ha join he ma ke , oge he wi h a ious pionee ing ools ha aim o be a pa
o ou u u e jobs and li es.
The closes nex s ep is he in eg a ion o AI, which could acili a e p edic i e main enance
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and p o ide pe sonalised use assis ance, wi h he aim o con inuously imp o ing
e ec i eness and educing ime, cos s and isks.
The s udy ep esen s he si ua ion in 2024, bu wi h new MR de ices he assump ions migh
change and bene i s and d awbacks will ha e o be upg aded.
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Appendix
A.1 A icle and p esen a ion o IFMA España
The a icle w i en by he hesis au ho o CBRE and DEUTSCHE Bank is epo ed he eby.
I is in Spanish language, being deli e ed o IFMA España o pa icipa e in he “Good & Bes
P ac ices in Facili y Managemen ” compe i ion.
A e he a icle, he link o he p esen a ion p epa ed once again by he hesis au ho is
included.
The p esen a ion in Mad id was pe o med by CBRE ep esen a i es F ancesc Segui T isan
and Juan Manuel Tie a on Decembe 10 h 2024.
The hesis au ho was no a ailable due o his job du ies.
El uso de la Realidad Mix a pa a mejo a la e icacia de la Facili y
Managemen , con un en oque en las ope aciones de man enimien o
CBRE G oup. P o eedo
DEUTSCHE Bank Spain. Clien e
Rep esen an es. Nicola Pendezini, F ancesc Segui T isan, Juan Manuel Tie a
Resumen
El uso de la Realidad Mix a es á c eciendo ápidamen e y se es á ex endiendo a muchos campos.
La ecnología, que combina la Realidad Aumen ada y la Realidad Vi ual, es u ilizada po los usua ios
a a és de iso es pa a in e ac ua con he amien as ú iles a su al ededo .
En pa icula , ambién se puede aplica a las ope aciones de Facili y Managemen , o eciendo
soluciones inno ado as pa a p ocedimien os de man enimien o in e ac i o, moni o eo de
condiciones de ac i os, audi o ías écnicas en línea, esolución de p oblemas y asis encia emo a,
en e o os.
Es e p oyec o mues a cómo la implemen ación de un disposi i o de Realidad Mix a, es deci ,
Mic oso HoloLens 2, en un caso especí ico de una inspección de echo pa a un accoun en Mad id,
DEUTSCHE Bank España, pe mi e p opo ciona análisis y e aluaciones aliosas sob e los aho os
consecuen es al uso de la he amien a MR pa a una ope ación de FM, cen ándose ambién en los
bene icios no inancie os de es e ipo de abajo.

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Objec i os
El obje i o del caso es ealiza una audi o ía del equipo del echo en el edi icio Cas ellana 18, en
Mad id, con la p esencia ( ísica o i ual) del equipo de ingenie ía.
El obje i o del p oyec o, en cambio, se ía e alua la e ec i idad de la Realidad Mix a en la mejo a
de las ope aciones de Facili y Managemen , e aluando los bene icios que el uso de Mic oso
HoloLens apo a ía a la audi o ía del equipo del echo.
G acias a la es echa colabo ación con el Global Lead del equipo XRS (Realidad Ex endida) de
CBRE, Miquel Vidal T illa, se ía posible implemen a los iso es y adqui i da os cuali a i os y
cuan i a i os pa a mos a la u ilidad de los iso es de ealidad mix a.
Se á posible iden i ica los pa áme os cla e de aho o pa a e alua cómo las ecnologías de
Realidad Mix a mejo an la e ec i idad y educen el iempo y los cos os de las ope aciones de Facili y
Managemen , además de mejo a el bienes a labo al de los usua ios.
Es o se puede hace compa ando las mé icas an es y después de la implemen ación del caso.
El caso a a de una ope ación de man enimien o; en consecuencia, el p oyec o ecue da la
compe encia cen al de Ope aciones y Man enimien o de IFMA.
Me odología
El p oyec o se in oduce con una isión gene al de los disposi i os ya p esen es en el me cado,
cen ándose en aquellos u ilizados pa a ines de MR, pa a luego iden i ica la mejo solución pa a
nues o caso.
Recopila es imonios a a és de euniones y en e is as con expe os en la ma e ia (y po lo an o,
usua ios de los disposi i os) es c ucial pa a ecopila la in o mación necesa ia pa a los análisis
p elimina es.
Después de una in es igación exhaus i a de los posibles casos de uso en las cuen as de CBRE
donde implemen a el disposi i o MR, jun o con el Global Lead del equipo XRS, se decidió explo a
un es udio especí ico de una inspección de echo en Mad id, con el in de implemen a el disposi i o
y analiza los bene icios de su uso.
El obje i o es ecopila da os pa a compa a la si uación an es y después de la implemen ación del
disposi i o.
El p oyec o, en colabo ación con la Uni e si a Poli ècnica de Ca alunya, se ha ealizado de junio a
oc ub e de 2024.
Resul ados
An es de la implemen ación del disposi i o, la inspección del echo en una cuen a en Mad id eque ía
la p esencia no solo del écnico in si u, José Manuel Ba agán, sino ambién de es miemb os del
equipo de ingenie ía (Ba is D., Nikolay S. y Gab iel M.), quienes no se encuen an en la capi al, pe o
son esponsables de las ac i idades egionales.
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El supe iso in si u del edi icio iene el debe de p opo ciona man enimien o gene al a odos los
equipos p esen es. Es necesa io ealiza una audi o ía pa a e alua el equipo c í ico, que es, en
cambio, una a ea del equipo de ingenie ía.
No malmen e, an es de la implemen ación de cualquie disposi i o ú il, la audi o ía e a ealizada in
si u po los miemb os del equipo, lo que eque ía que se aslada an al edi icio.
Después de una e aluación exhaus i a de los o os casos posibles, se eligió es e pa a implemen a
el Mic oso HoloLens 2.
En cuan o a la nue a audi o ía, el écnico in si u podía usa los iso es y mos a a los miemb os del
equipo de ingenie ía lo que es aba iendo y diciendo. Los expe os emo os podían guia al
abajado , u ilizando ambién las po encialidades de los holog amas. En es e caso, de mane a
simila a la audi o ía sin disposi i os, odos es aban e isando el equipo c í ico, pe o con muchas
en ajas.
La accesibilidad es excelen e, lo que signi ica que el equipo podía abaja de o ma emo a desde
su o icina o incluso desde casa, sin necesidad de aslada se al si io pa a ealiza la audi o ía.
Las mé icas p incipales u ilizadas pa a e alua la e ec i idad de MR en la mejo a de la ope ación
incluye on odos los gas os de iaje aho ados, como el iempo, cos o, dis ancia y educción de
emisiones. De es a mane a, los da os mos a on una mayo e iciencia en el man enimien o,
disminución de los cos os ope a i os y mayo p oduc i idad gene al de los empleados.
De hecho, el análisis inancie o e eló aho os signi ica i os, pa icula men e en los cos os de iaje.
Se es imó un iempo aho ado de 2 días po el iaje e i ado de los es ingenie os, lo que se alo ó
en 600€. Se e i a on 5.488,8 km de desplazamien o, calculados en una educción de CO2 de
1081,24 Kg (Gobie no de España, 2024). Ob iamen e, es os esul ados dependen de la dis ancia
pa a llega a la ins alación, que es a iable, y se dis ibuyen en los cos os inciden ales de uelos,
au os, ho eles, comidas y bebidas.
Además, hubo una ma cada educción en los cos os labo ales, ya que la mayo e iciencia pe mi ió
comple a las a eas más ápidamen e, equi iendo menos ho as de abajo en o al.
En el caso mos ado, se ha demos ado cómo, al p opo ciona isualización en iempo eal pa a
asis encia emo a, MR edujo la necesidad de que los expe os es u ie an ísicamen e p esen es en
el si io de man enimien o. Las a eas y p oblemas pueden abo da se de mane a más ápida y
e icien e.
Sin disposi i os de Realidad Mix a, algunos p oblemas meno es pod ían esol e se con una
ideollamada o una llamada ele ónica no mal, pe o los comen a ios de los empleados han
demos ado que las a eas esuel as con los iso es equie en menos iempo, jun o con muchos
o os bene icios y iesgos educidos.
Además de los bene icios ope a i os y inancie os, la implemen ación de disposi i os MR impac ó
posi i amen e en el medio ambien e. Al educi la necesidad de iaja , la ecnología MR con ibuyó
a educi las emisiones de ca bono, alineándose con los obje i os de desa ollo sos enible de
muchas emp esas de FM (Gobie no de España, 2024; Naciones Unidas, 2024).
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Finalmen e, el uso de MR en FM con ibuye a un modelo en el que el empleado es á en el cen o.
El p opio écnico in si u se sien e más in oluc ado y p omo ido po que se le es á dando un mejo
disposi i o, g acias al cual su abajo es más econocido; es o ambién mejo a la adquisición y
e ención de alen o.
Además, al minimiza los iajes pa a man enimien o e inspecciones, las o ganizaciones mejo an el
bienes a de sus abajado es; algunos de los ac o es que bene ician a los empleados son el
aumen o de la segu idad, la educción de la a iga ísica debido a la e i ación de iajes (po ejemplo,
uelos ansa lán icos y noches de iajes de negocios), lo que ambién disminuye el es és y mejo a
el equilib io en e la ida labo al y pe sonal, debido a la posibilidad de pasa más iempo en casa.
Conclusiones
La implemen ación de la Realidad Mix a en las ope aciones de Facili y Managemen , como lo
demues a es e p oyec o, o ece bene icios sus anciales en é minos de aho o de cos os, e iciencia
ope a i a, sos enibilidad y bienes a de los empleados.
Es os esul ados son álidos y eplicables en o as ins alaciones con condiciones simila es, así como
en o os casos simila es donde MR sea aplicable.
En gene al, la adopción de MR en FM ep esen a un paso signi ica i o hacia una ges ión más
in eligen e, e icien e y sos enible de edi icios e in aes uc u as, jun o con una mejo a del bienes a
y el equilib io en e la ida labo al y pe sonal de los empleados, pe ec amen e alineada con la
ansición hacia la Indus ia 5.0.
P óximos Pasos
En el u u o, es necesa io explo a o os casos, cen ándose ambién en á eas como la o mación,
la ins alación y la esolución de p oblemas, en e o os.
Po ejemplo, el disposi i o ambién se ha implemen ado en el si io de CBRE en 61 Sou hwa k S ee ,
en Lond es, pa a pe mi i que un empleado ecién g aduado e inexpe o de la emp esa ealiza a una
inspección con su ge en e conec ado de o ma emo a.
También ue a de Eu opa, en Singapu , los iso es ue on muy ú iles pa a sus i ui una isi a
obliga o ia al si io que eque ía la p esencia de a ias pe sonas con comp omisos labo ales
p og amados de mane a di e en e. G acias al eco ido en línea, odos los pa icipan es pudie on
e los p oblemas en iempo eal sin es a en el si io.
Los casos ambién demues an que MR es á alineado con algunas no ma i as del sec o .
Po ejemplo, la ecnología se ajus a al obje i o de la no ma ISO 41001 de ayuda a las
o ganizaciones a mejo a la in eg ación de pe sonas, luga es, p ocesos y ecnologías pa a op imiza
el endimien o de la ges ión de ins alaciones. MR op imiza los p ocedimien os de las ins alaciones,
mejo ando la ges ión de espacios y ecu sos. De hecho, mejo a el con ol ope a i o, educe los
iempos de inac i idad y apoya una ges ión más e ec i a de los ecu sos.
95
Además, la Realidad Mix a ambién es á alineada con los obje i os de la Ce i icación WELL, que
apoya el bienes a , la salud y el con o de las pe sonas que abajan en las ins alaciones.
A medida que la ecnología MR con inúa e olucionando, especialmen e con la in eg ación de IA,
p ome e ans o ma aún más el FM, aumen ando la p oduc i idad, educiendo cos os y
p omo iendo un en oque más ecológico pa a el man enimien o de las ins alaciones.
Re e encias
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h ps://unibgi -
my.sha epoin .com/:p:/g/pe sonal/n_pendezini_s uden i_unibg_i /ERxu0w gmUNAhB4 ICbX3jEBh9
Ps5SqHmN7Wx ULyRaniA?e=u09Ub1
A.2 A icle and p esen a ion o ACFM (Associació Ca alana de Facili y
Managemen )
The a icle epo ed he eby is he one w i en o pa icipa e in he ACFM compe i ion on he
“digi al ans o ma ion” ha will ake place in Feb ua y 2025. I is in Spanish language.
A e he a icle, he link o he p esen a ion p epa ed once again by he hesis au ho , wi h
e isions by membe s o CBRE, is included.
Realidad Mix a (MR)
La Realidad Mix a (MR), que in eg a la Realidad Aumen ada (AR) y la Realidad Vi ual (VR), es á
e olucionando el Facili y Managemen (FM). Al combina elemen os digi ales con el en o no ísico,
la MR pe mi e a los ges o es y écnicos de ins alaciones in e ac ua con obje os i uales en 3D en
iempo eal, o eciendo nue as o mas de ealiza a eas complejas con mayo p ecisión y e iciencia.
Median e el uso de disposi i os MR como Mic oso HoloLens, los usua ios pueden accede a
he amien as de man enimien o in e ac i as, supe pone da os en iempo eal sob e ac i os ísicos
y ecibi sopo e emo o, lo que pe mi e educi el iempo de inac i idad de las máquinas, mejo a la
segu idad y educi cos os. Po ejemplo, la MR pe mi e a los écnicos e ins ucciones paso a paso
di ec amen e en su campo de isión mien as abajan con las manos lib es, eliminando la necesidad
The use o Mixed Reali y o enhance Facili y
Managemen e ec i eness, ocusing on
main enance ope a ions
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